We asked our five questions; Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led?Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people who used the service, speaking with staff members and looking at records. If you want to see the evidence supporting our summary please read the full report.
Is the service safe?
People were treated with respect and dignity by staff.
Systems were in place to ensure managers and staff learned from events such as accidents, incidents and concerns. This helped reduce the risks to people and enabled the service to continually improve. We saw staff members had received training in all relevant areas to meet the needs of people who used the service.
The service was safe, clean and hygienic and equipment was well maintained.
Staff personnel files contained all relevant information, including Disclosure & Barring Service (DBS) checks and reference checks from previous employers.
Is the service effective?
Where possible, people's care records were assessed with their involvement and with the involvement of people's relatives and other healthcare professionals.
Is the service caring?
People were supported by kind and attentive staff. We saw staff showed patience and gave encouragement when supporting people. We observed staff speaking to people in a kind and caring manner.
People's preferences, interests, aspirations and diverse needs had been recorded and care and support had been provided in accordance with people's wishes.
Is the service responsive?
People completed a range of activities at the service. On the day of our visit we observed people watching television, drawing, doing jigsaws and making bird tables. We spoke with staff and people who used the service. Everyone told us they liked the activities they took part in at the service and there was always 'plenty to do'.
People knew how to complain if they were unhappy. We saw cards from people and their relatives, thanking the service for their support. One member of staff we spoke with told us; 'I have my supervisions but if there's anything I'm concerned about or want to raise before, I can just go to the manager and tell them. I'm confident things would be sorted.'
Is the service well-led?
The service worked well with other agencies and services to make sure people received the most suitable care. This included multi-agency work with doctors and other healthcare professionals.
The service had some quality assurance systems in place and actions were identified. However, we found some issues in this area around following up on these actions. We also found that some audits were not recorded. This meant we were unable to evidence if audits were carried out in all relevant areas.
Staff told us they were clear about their roles and responsibilities. Staff had a good understanding of the ethos of the service.