The inspection took place on 25 and 26 May and was unannounced.Florence House provides personal care and support for up to 27 people living with mental health conditions. At the time of our visit there were 26 people living in the home.
There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
Processes were in place to ensure that only those suitable to work in health and social care were employed. Staff received an induction and on-going training which included the Care Certificate. Staff felt supported and received regular supervision and annual appraisals.
The manager encouraged a respectful, friendly and welcoming culture that was mutually supportive. Staff demonstrated professionalism, patience and compassion when interacting with those they supported. Staff, and the people living in the home, were aware of professional boundaries. People had privacy and staff demonstrated that they promoted dignity, choice and independence.
The staff we spoke with understood the types of abuse people could experience and knew how to report any concerns they may have. The service had processes in place to manage any safeguarding issues and contact details for the local safeguarding team were on display.
People received their medicines as prescribed and the service managed, stored and audited medicines appropriately.
The CQC is required to monitor the Mental Capacity Act (MCA) 2005 Deprivation of Liberty Safeguards (DoLS) and report on what we find. The service demonstrated that they worked within the principles of the MCA. Staff had received training in this and could give us basic information on how they were applied. DoLS were in place for some people and the people who used the service had support and encouragement to make their own decisions.
People and, where appropriate, their relatives, had been involved in planning the support they required. Support plans were in place that were detailed and individual to each person and staff demonstrated that they knew the life histories, support needs, likes, dislikes and preferences of those they supported. People told us their needs were met and the relatives we spoke with agreed.
People were supported and encouraged to participate in activities in the home and in the community. People were supported to attend church if they wished.
People’s nutritional needs were met and the staff monitored people’s food and drink intake to ensure their wellbeing. Additional monitoring had been implemented as required for each person. People had access to healthcare professionals and staff supported people to attend appointments. Robust recording was in place regarding this that identified the treatment each person had received, any actions required and any follow up treatment needed.
The manager had robust and effective systems in place to monitor the effectiveness of the service and the safety of the premises. The manager was visible in the service was valued and respected by people living in the home and the staff.