11 March 2019
During a routine inspection
People’s experience of using this service:
¿The registered manager did not ensure the management of medicine was safe at all times. They could not evidence that staff were assessed as competent to handle medicine.
¿The registered manager did not always record the way they reviewed, assessed and monitored the quality of service provided. They did not always record they had carried out audits to check the quality of service provision and people’s care records.
¿The registered manager encouraged feedback from people and relatives, which they used to make improvements to the service.
¿Not all staff had completed recent training refreshers as per their annual timetable. The registered manager had planned and booked training when necessary to ensure all staff had the appropriate knowledge and skills to support people. Staff had ongoing support, supervision and appraisals. They felt supported by the registered manager and senior staff.
¿We have made a recommendation that future ongoing staff training be updated in line with the latest best practice guidelines for social care staff.
¿People felt safe while supported by the staff team who made them feel reassured. Relatives agreed with this.
¿Staff understood how to keep people safe and their responsibilities for reporting accidents, incidents or concerns. The registered manager had the knowledge to identify safeguarding concerns and to act on these appropriately.
¿The service assessed risks to the health and wellbeing of people who use the service and staff. Where risks were identified action was taken to reduce the risk where possible.
¿People received care that was designed to meet their individual needs and preferences. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
¿People were treated with respect, and their privacy and dignity were promoted. People felt the staff supported them in the way they wanted. Staff were responsive to the needs of the people and enabled them to improve and maintain their independence with personal care.
¿Staff felt the registered manager was approachable and considerate. They had good communication, worked well together and supported each other. The registered manager praised the staff team for their hard work and appreciated their contribution to ensure people received the best care and support.
¿Recruitment processes were in place to make sure, as far as possible, people were protected from staff being employed who were not suitable.
¿The staff monitored people's health and wellbeing and took appropriate action when required to address concerns.
¿People's right to confidentiality was protected and their diversity needs were identified and incorporated into their support plans where applicable.
Rating at last inspection: At the last inspection the service was rated Good in all the domains (Report was published 05 October 2016).
Why we inspected: This was a planned comprehensive inspection based on the rating at the last inspection.
Enforcement: Full information about CQC's regulatory response to the more serious concerns found in inspections and appeals is added to reports after any representations and appeals have been concluded.
Follow up: We will continue to monitor all information we receive about this service. This informs our ongoing assessment of their risk profile and ensures we are able to schedule the next inspection accordingly.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk