Archived: James Phoenix House

' Is the service safe?

' Is the service effective?

' Is the service caring?

' Is the service responsive?

' Is the service well-led?

This is a summary of what we found-

Is the service safe?

Staff had received training in safeguarding and felt confident in being able to maintain people's safety. Staff were confident they would be listened to by the provider and supported with reporting procedures to safeguard people staying at the service. They told us they would not hesitate to report any concerns.

CQC monitors the operation of the Deprivation of Liberty Safeguards which applies to care homes. While no referrals had been submitted, the staff did have a good knowledge base regarding these safeguards. Staff had access to appropriate policies and procedures including guidance on the Mental Capacity Act. These policies are necessary to ensure the protection of vulnerable people who lack ability to consent on various issues.

Is the service effective?

Four relatives told us they were very happy with the care that had been provided to their relative and they felt their needs were being met. We observed the support being provided and it was clear the staff were knowledgeable of people's needs, in particular specific ways of communicating.

Staff discussed the individual needs of people they supported. Staff described the support they provided on a day to day basis including daily choices with meals, personal care and in house social activities to ensure people were comfortable and doing what they chose to do.

Is the service caring?

We observed staff speaking respectfully to people as they approached them so they were aware who was supporting them. Staff were friendly and helpful to the people they were supporting. We observed that people being supported were relaxed and happy in the company of their support staff.

We spoke with four relatives of people living at the service. They made various positive comments such as:

"My relative is so happy here" ; "They always come home happy, I'm very satisfied with the care" and " It's wonderful, they know my relative inside out and help with everything."

Is the service responsive?

Each person attending the service had a person-centred support plan in place to help to show how their needs would be met while staying for their short break at James Phoenix House. These records were detailed and showed that people's choices and diverse needs were being met during their stay.

Is the service well-led?

Staff told us they were clear about their roles and responsibilities and that they felt well supported by the manager.

Relatives told us they were always kept informed and updated regarding their relatives support and needs.

A range of policies were in place and accessible by all staff. However some policies were out of date and in need of review. These policies created risks to the staff team who needed updated information to ensure the safe management of the service. The organisation and provider oversight of quality checks at the service required development to help improve the monitoring of the service. This was specifically in the relation to the use of the building from other services in the day, the proposed changes and possible move of the service.

Following our visit we spoke with the relative and carers of four people who used the service. They told us positive things about their experiences of the service. Their comments included 'brilliant'; 'excellent in every way'; 'they ensure that people have the support they need and always get staff time' and 'fantastic service.'

We saw that people's care and support was planned in a manner that supported people safely.

People who used the service were offered choices with regard to their meals.

Systems were in place to ensure that infection control procedures protected people.

Systems were in place to help ensure that people's medicines were managed safely.

We spoke with the relatives of three people who were supported by the service. They told us they were very happy with the services provided. Comments included "we know the staff will provide safe respite and we know that they provide a high level of care and support", "we are more than happy with the respite service.'