24 September 2014
During an inspection in response to concerns
Below is a summary of our finding based on our observations, speaking with people who used the service, the staff supporting them and from looking at records. As part of the inspection we asked the following questions:
Is the service safe?
We were aware that concerns regarding the safety of some people who used the service had been referred to the local authority for further investigation. The investigations had not been concluded at the time of our inspection.
When staff identified shortfalls in the safety of the service, the provider did not always act on them effectively. This inconsistent approach to risk and safety meant that this service does not have a track record of ensuring the safety and welfare of people.
Is the service caring?
People who used the service and visitors were consistently positive about the care and support they received from the staff.
We saw staff treated people with kindness and compassion. One person who used the service told us: 'It's lovely here, the staff are kind and caring and work very, very hard to make sure we are alright'.
A visitor told us: 'The staff are genuine people who really care. We are lucky to have such wonderful staff'.
Is the service effective?
People who used the service and their relatives told us that the care they received fully met their needs. Staff had an in depth knowledge of each person's individual requirements to ensure care and support was provided in a consistent and reliable way.
The physical environment is in need of capital investment to improve people's quality of life and promote their wellbeing.
Is the service responsive?
People's needs were met because staff had knowledge of the individual care and support requirements. Care and support plans, risk assessments and monitoring charts were completed and reviewed at regular intervals or when a change of need was identified.
The provider did not respond in a timely way when concerns were identified to ensure the safety and welfare of people who used the service.
People told us of the continued lack of equipment and resources which impacted on the service provided.
Is the service well led?
The service had a registered manager. People who used the service, staff and visitors told us the manager was approachable, friendly and very supportive.
Support and resources needed to run the service were not always available.
We had concerns with the conduct and fitness of the provider of the service and will be liaising with other authorities to monitor the situation.