Archived: The Limes

We asked the following five questions.

Is the service safe?

Both people who lived in the home and their relatives were pleased with the care provided and felt their views were respected and listened to. The staff worked in a safe and hygienic way and used appropriate protective clothing. We saw all controlled drugs were stored safely in a designated cupboard and when not in use the lockable drugs trolley was kept in a locked room.

There were enough staff to meet the needs of the people who lived in the home and a member of the management team was available on call in case of emergencies. One relative said: "I think he's safe here."

Staff personnel records contained all of the information required by the Health and Social Care Act. This meant the provider could demonstrate staff employed to work at the home were suitable and had the skills and experience needed to support the people who lived in the home.

The registered manager and the staff we spoke with understood the importance of safeguarding vulnerable adults. Staff could identify potential abuse and knew how to report any incidents of abuse.

Is the service effective?

People told us they were happy with the care they received and their care records were up to date and signed by them where appropriate. One relative said: "He's better. He looks better.' A person who lived in the home said: "I'm getting a little better."

Care records confirmed people's preferences and needs had been recorded and care and support had been provided in accordance with people's wishes.

We heard from staff information was shared effectively. Several ways of sharing information were used including staff meetings, handovers, the summary care profile, daily records, and monthly reviews.

Is the service caring?

People were supported by kind and attentive staff. We saw care workers showed patience and encouragement when supporting people. One relative said: "They seem to care for people.' One person who used the service said: "They look after you."

Is the service responsive?

People's needs had been assessed before they were admitted to the home. Their needs for support and treatment were carefully described so care workers knew exactly what tasks to undertake. Changes in people's care needs were reported to the level three worker and registered manager and they briefed care staff.

One relative we spoke with said: "He was cold the other night and he said they gave him extra blankets."

Is the service well-led?

Staff had a good understanding of the culture of the home and quality assurance processes were in place. We saw the results of comments sheets which were collected on an on-going basis and we spoke with relatives who had contributed to these.

Staff told us they were clear about their roles and responsibilities and were well supported. One said: "The manager is very good with us. They are very fair." Another member of staff said: 'If you have any concerns they will follow it up.'

Where people did not have the capacity to consent, the provider acted in accordance with legal requirements.

We found that care was planned and delivered in a way that was intended to ensure people's safety and welfare during their stay.

People who used the service told us: 'Its very friendly and the staff and food are good' and 'Staff are constantly asking how are you feeling today and they see how I'm getting on'.

Staff were seen to treat people with respect and courtesy and engaged individuals with compassion and humour.

We found medicines were safely administered and people who used the service received their medicines in the way they had been prescribed.

We found evidence which demonstrated that staff had been safely and effectively recruited.

We found that the provider had a comprehensive system in place to monitor the quality of the service they provided.

A feedback and comments box was available at reception to provide people with the opportunity to express their views and concerns about the service. Comments included 'The Limes is exceptionally clean, great cleaners. Almost all staff are outstanding, very friendly and helpful,' 'Very happy' and 'All is satisfactory'.

We were taken on a tour of the home and observed staff interacting politely with people who used the service, and treating them with respect. We saw care being delivered competently and efficiently by suitably qualified staff members.

We looked at a sample of five care plans and found them to contain up to date and relevant medical and health information as well as records of care needs and personal preferences.

We spoke with four people who used the service. One person said 'I've always found the staff really lovely.' Another person said that staff were always respectful and that they felt reassured because the staff came in to check on them during the night. One person said staff were 'always polite and respectful' and felt that their health and well being had improved since being in the home.

We observed that relevant policies and procedures were in place within the home and that staff were aware of them. We saw evidence of a comprehensive training programme for staff members and encouragement of staff members to continually develop their knowledge and skills.

We saw that there was a complaints procedure in place and noted that complaints were taken seriously and followed up appropriately.