22 July 2016
During a routine inspection
The inspection was unannounced and was carried out on 22 July 2016.
There was a registered manager in place at the home. A registered manager is a person who has registered with the Care Quality Commission to manage the home. 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 home is run.
People were supported to have enough to eat and mealtimes were a social event. Staff supported people, when necessary in a patient and friendly manner. However, there was an inflexible approach to the provision of drinks, which did not take account of personal choice and weather conditions. We have recommended that the provider seek advice and guidance on adopting the latest best practice in respect of a person centred approach to meeting people’s hydration needs.
Staff were responsive to people’s communication styles and gave people information and choices in ways that they could understand. They were patient when engaging with people who could not communicate verbally and who used a variety of signs, sounds and body language to express themselves. Staff were able to understand people and respond to what was being said.
People told us and indicated that they felt the home was safe. Staff and the registered manager had received safeguarding training. They were able to demonstrate an understanding of the provider’s safeguarding policy and explain the action they would take if they identified any concerns.
The risks relating to people’s health and welfare were assessed and these were recorded along with actions identified to reduce those risks in the least restrictive way. They were personalised and provided sufficient information to allow staff to protect people whilst promoting their independence.
People were supported by staff who had received an induction into the home and appropriate training, professional development and supervision to enable them to meet people’s individual needs. There were enough staff to meet people’s needs and to enable them to engage with people in a relaxed and unhurried manner.
There were suitable systems in place to ensure the safe storage and administration of medicines. Medicines were administered by staff who had received appropriate training and assessments.
Staff followed legislation designed to protect people’s rights and ensure decisions were the least restrictive option and made in their best interests.
Staff developed caring and positive relationships with people and were sensitive to their individual choices and treated them with dignity and respect. People were encouraged to maintain relationships that were important to them.
Healthcare professionals, such as chiropodists, opticians, GPs and dentists were involved in people’s care when necessary. They were also encouraged to provide feedback on the service.
There was an opportunity for families to become involved in developing the service and were encouraged to provide feedback on the service through an annual questionnaire.
People were supported to raise concerns and complaints should they wish to and were supported to do so by keyworkers and advocates.
People’s families told us they felt the home was well-led and were positive about the registered manager, who understood the responsibilities of their role. Staff were aware of the provider’s vision and values, how they related to their work and spoke positively about the culture and management of the home.
There were systems in place to monitor quality and safety of the service provided.