Boulevard Lodge was registered with CQC in December 2012 but was not providing a service until 17 February 2014. On the day of our inspection there were three people living there permanently and five people staying on a respite (short term) basis. We spoke with six of the eight people who used the service and four of their visiting relatives. We also spoke with the manager and two members of the staff team. We looked at four people's care records, four staff files and the complaints and quality checks.We thought about what we found and asked the questions that we always ask; Is the service safe, effective, caring, responsive and well-led?
This is a summary of what we found:
Is the service safe?
When we arrived at the service we were asked to sign the visitor's book and our identity was checked. This meant that people were protected from unwanted visitors such as others who posed a risk to their safety.
The manager had carried out regular safety checks to ensure that systems, practices and the building itself were safe for people who used the service.
People told us that they felt safe living in Boulevard Lodge. One person said, 'It is a really good service, I feel happy and safe here, the staff make sure that my call bell is near me at all times, day and night.' Another person said, 'I am very happy and I know how to raise any concerns or complaints and feel that the manager and staff would deal with them properly.'
Staff had received training in safeguarding vulnerable adults from abuse (SOVA), the Mental Capacity Act (MCA) 2005 and the Deprivation of Liberty Safeguards (DoLS). This meant that staff had been given the information that they needed to ensure that people were cared for safely. Health and safety checks had been carried out and issues had been dealt with appropriately. This showed that the service was safe.
Is the service effective?
People told us that they felt that the service met their needs. One person who used the service said, 'The staff are always very quick to attend to me when I call for them.' Another person said, 'This is a lovely service, I am really comfortable, the food is excellent and staff are friendly and quick to respond to me when I ask for something.'
People's care records showed that care and treatment was planned and delivered in a way that was intended to ensure their safety and welfare. The care records were well written and had been reviewed and updated monthly. This meant that staff had up to date information about how to meet people's needs.
Is the service caring?
Staff's interaction with people who used the service was good. They spoke with people respectfully and supported them in a kind and caring way. Staff had a good knowledge of people's likes and dislikes. People told us that all of the staff treated them well. One person said, 'The staff are kind and caring, nothing is too much trouble for them, they are there when I need them and are sensitive to my needs.' 'One of the carers is a lovely male and he asked if I would prefer a female member of staff to assist me with my personal care. I thought that was really considerate and shows how caring he was.'
People told us that the staff treated them respectfully. People's preferences and diverse needs had been recorded in their care files and care and support had been provided in accordance with their wishes. This showed that people were cared for by kind and caring staff.
Is the service responsive?
People told us that they had enough to do. One person said, 'I like to watch my television, I like my own space and don't join in much but I will do so occasionally when I feel like it, staff always offer and encourage me to join in and they support me when I want to.' Another person said, 'The staff spend a lot of time discussing things with me, they make sure that I keep up to date with what is going on in the world, we look at the newspaper together.' People told us that staff were quick to respond to their needs.
People were supported to see other professionals such as a general practitioner, community dentist, chiropodist, optician, and district nurse. This showed that people's general health care needs were met and that the service responded to people's changing needs.
Is the service well-led?
There was a good quality assurance system in place. People had been asked for their views and opinions on a daily basis. People told us that they received a good quality service. One person said, 'I get lovely home cooked food, the staff are all very nice and are kind and friendly towards me.' Another said, 'I am very pleased with the service and am very comfortable and happy with my room.' A visiting relative told us, 'I visit a lot of homes in my business and I can honestly say that this one is excellent, it is the best service by far. My relative is very happy here and is doing well.'
People who used the service and their relatives told us that the staff and manager asked them for their opinions on the quality of the service. The manager told us that the first formal meeting was scheduled for June 2014. The complaints procedure was clear and it showed clear timescales of when complaints would be responded to. People told us that they knew how to complain. This showed that there was an effective quality assurance system in place and that the service was well-led.