Archived: Care 4 All (NE Lincs) Ltd

We considered all the evidence we had gathered under the outcomes we inspected. We used the information to answer the five 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?

Due to the complex needs of the people using the service we were unable to gain some people's views. We therefore used a number of different methods to help us understand their experiences. This included observing how staff supported people, speaking with staff and checking records. If you want to see the evidence supporting our summary please read the full report.

Below is a summary of what we found.

Is the service safe?

We observed care and support was delivered to people who used the service in a safe way by staff who had received a variety of appropriate training.

We saw that systems were in place to make sure managers and staff learned from events such as accidents and incidents, complaints, concerns, whistleblowing and investigations. This reduced the risks to people and helps the service to continually improve.

There was evidence that robust background checks were carried out on new staff before they were employed, to make sure they were suitable to work with vulnerable people.

The service had policies and procedures in relation to the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards to ensure people's human rights were protected. Relevant staff had received training on this to enable them to understand when an application about this should be made and how to submit one. This meant that people's rights would be safeguarded as required.

Is the service effective?

We found that people were encouraged to express their views and be involved in making decisions about their support. Staff we spoke with gave us examples of how people were involved in making decisions about their care and support.

We saw that people's health and support was assessed and that they and their relatives had been involved in the development of their plans of support which were reviewed on an ongoing basis.

We found that staff received professional development and had access to a variety of appropriate training to help them meet the needs of the people they supported.

Is the service caring?

We observed that staff interacted with people in a kind and friendly way and that people appeared comfortable and at ease with them.

We observed care staff were considerate of people's individual needs and responded to them in a compassionate and professional manner. We saw care staff communicated sensitively with people, giving them time to respond to what was being asked. We saw that people were provided with support that was appropriate for their needs and that encouragement was provided to help them be as independent as possible.

Care files contained detailed information about people's needs, including what was important to them and how to support their personal aims and goals. We saw that care and support was provided to people in accordance with their individual preferences.

Is the service responsive?

Care records demonstrated that when there had been changes in people's needs, outside agencies were involved, to make sure people received the correct care and support.

Records showed people had access to a variety of social activities. During our visit we found that one person was out visiting a favourite cafe' of theirs and that another had been out to the coast earlier on in the day.

The service had a complaints procedure which was available to people who used and visited the service. There was evidence the provider listened to people's views and followed up their concerns appropriately to put things right.

Is the service well-led?

There was a quality assurance system in place to assess if the service was operating correctly. This included a variety of audits and checks of service provision. We saw action plans were developed to address shortfalls that had been noted.

We found that staff had access to policies and procedure to inform and guide their work and were clear about their roles and responsibilities. There was evidence staff training and development was assessed by the provider to ensure staff were able to meet people's needs.

The service worked with other agencies and external services where required to ensure people who used the service received care in a joined up way.

What people who used the service, and those that matter to them, said about the care and support they received:-

Visiting relatives told us that care staff involved and communicated with them well about the planning of people's support and were able to make visits on a regular basis. They told us that overall they were very satisfied with the service provided. Relatives told us that care staff supported their members of family in a caring and relaxing manner whilst respecting their individual needs.

Visiting relatives told us that people were supported to be involved in a variety of activities and encouraged to have regular contact with family and friends. One relative told us, 'XXX gets a good social life, which is better than I do'staff ask people about what they want to do'they give them a variety of choices about this.'

Relatives told us that staff treated their members of family with kindness and consideration and trusted the staff.

We saw comments about the service from relatives which stated, 'Just a line to let you know how pleased we have been by the start at xxxx Rd (new scheme) ...much more relaxed atmosphere 'xxxx seems very happy with the staff and what is being done there.'