15 May 2014
During a routine inspection
We considered our inspection findings to answer the questions we always ask;
Is the service safe?
People told us that they felt safe. The provider had appropriate procedures in place to safeguard people. Care staff were trained to identify and respond to allegations of abuse. One person said: "I couldn't fault them. I feel safe".
The provider had a risk management system in place. Risks to people were identified and plans were in place to minimise harm to people. People were not placed at unnecessary risk. Their views were taken into account and people remained in control of their care. One person said: "They do what I ask. I am in charge".
Is the service effective?
People's care needs were discussed with them and they consented to the care they received. Plans of care were developed to identify people's care needs. These could be further developed to give more detail.
People were pleased with the care they received. They told us that care was provided in the way they wanted and at the time they agreed. One person said: "I'm more than happy with the care".
Is it caring?
We spoke with six people that received a service. Everyone told us that they were pleased with the care. They told us that care was provided in accordance with their wishes. People told us that staff were caring and that they were treated in a respectful way. One person said: "I am very happy. Care is provided in a caring way". Another person said: "Very happy. They are kind".
This was quite a new service and people had not yet had chance to complete a satisfaction survey. Surveys were due to be sent to people receiving a service in the next few weeks. The provider assured us that they would deal with any shortfalls.
Is the service responsive?
People knew how to raise concerns. They were confident that they would be acted upon. The provider had not yet provided everyone with a copy of the complaints procedure.
People were regularly asked if they were satisfied with their service. They told us that the provider took action to respond to their wishes and to any requests to change their care arrangements.
Is the service well led?
The service had some checks in place to monitor the quality of people's care. Care staff's practice was observed and there were checks that people were receiving care to an appropriate standard and in agreement with their wishes. Records were not always completed to show these checks occurred and to demonstrate that action was taken to address any shortfalls.
Care staff had a good understanding of the whistle blowing policy. They told us they would have no hesitation in reporting poor practice.