We spoke with five of the 55 people who were using the service at the time of our inspection. We also spoke with two people's relatives and seven staff members. We looked at five people's care records. We also looked at staff records, health and safety checks, staff and resident meeting minutes and records of the checks the provider's representative completed to monitor the quality of the service.We considered our inspection findings to answer questions we always ask; Is the service safe? Is the service effective? Is the service caring? Is the service responsive? Is the service well-led?
This is a summary of what we found;
Is the service safe?
People told us they felt safe living in the service. They also told us that they would feel able to speak up if they had concerns or worries and felt that they would be listened to.
We saw that the staff were provided with training in safeguarding vulnerable adults from abuse, Mental Capacity Act (MCA) 2005 and Deprivation of Liberty Safeguards (DoLS). This meant that staff were provided with the information that they needed to ensure that people were safeguarded.
Staff we spoke with were aware of individual people's needs and how to meet them safely in line with the person's plan of care and risk assessments.
People were cared for in in a clean, hygienic environment. Staff were provided with the knowledge and equipment to protect both themselves and people who used the service from the risk of infection.
Quality checking systems were in place to manage risks and assure the health, welfare and safety of people who received care at the service and the staff who supported them. We saw records which showed that the health and safety in the service was regularly checked.
Is the service effective?
People told us that they felt that they were provided with a service that met their needs. One person said, 'The care is very good. I feel very safe with the very familiar and regular staff.' A visiting relative added, 'It's a really lovely feeling that staff know the family, and that they know [person who used the service] so well, there is great consistency in the care.'
People's care records showed that care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. The records were regularly reviewed and updated which meant that staff were provided with up to date information about how people's needs were to be met.
Our observations and discussions with the acting manager demonstrated that people who used the service received regular support from a variety of health and social care services and professionals as their conditions and circumstances required.
Is the service caring?
We saw that the staff interacted with people living in the service in a caring, respectful and professional manner. People told us that the staff treated them with respect. One person said, 'They do respect you. They keep the door closed. They are thoughtful and cover you up where they can.'
One person said, "The care is very good. They are very gentle. My key worker showers me. I think it's quite nice having the same person. I've just been to the hairdressers, I go every week." Another person said, 'The care is very good. I feel very safe with the very familiar and regular staff.'
Is the service responsive?
People using the service were provided with the opportunity to participate in activities which interested them. Information was provided in a way that made it easier to see and understand. People's choices were taken in to account and listened to.
People had opportunities to express their views and these were listened to and acted upon. We saw that where people had asked for changes to the menu and the timings of certain foods, these had been actioned. They had also been included in the planning of activities, such as going to the garden centre to choose plants for their garden.
Is the service well-led?
Staff had clearly defined roles and responsibilities. They were allocated specific tasks on a daily basis to ensure all tasks were completed properly and this was checked by their senior or head of department. Staff said that they felt well supported and were able do their jobs safely.
The service worked well with other agencies and services to make sure people received their care in a joined up way.
The service had a quality assurance system in place and records seen by us showed that identified shortfalls were addressed. As a result the quality of the service had improved.