Archived: Albion Court Care Centre

We last inspected this service on 2 December 2013. At that time we found that the registered manager had not ensured people were respected or involved in their care. At this inspection we found that these issues had been addressed. We saw that people were given choices and those choices were respected. Our previous inspection highlighted that people were not protected as care plans and risk assessments and other records were not up to date. During this inspection we looked at the records and found that improvements had been made.

Below is a summary of what we found. The summary describes the records we looked at and what people using the service and staff told us.

If you want to see the evidence that supports our summary, please read the full report.

Is the service safe?

The Care Quality Commission monitors the operation of the Deprivation of Liberty Safeguards which applies to care homes. We saw that proper policies and procedures were in place. The manager had an understanding of these safeguards which ensured people's rights and choices were protected.

Staff understood their role in safeguarding the people they supported. This meant people were kept safe. We saw people were cared for in an environment that was safe and clean. There were enough staff on duty to meet the needs of people who lived at the home. There were procedures in place to safeguard people from abuse. The staff and manager had a good understanding of whistle blowing policies.

Risk assessments and health and safety measures were in place to keep people safe. A relative told us, 'I'm over the moon with how they look after mom. The family are really happy.' Another relative told us, 'I trust them 100%.'

We found that some areas of medication recording were inadequate, and that errors that had been made had not been identified quickly.

Is the service effective?

We observed people throughout the day and saw that people were treated with dignity and care. The service worked well with other agencies and services to make sure people received their care safely and effectively. Care plans specified people's individual needs, for example, a person's skin care, or food requirements. One relative told us, 'They give her the right food for her diabetes. She is treated with a lot of dignity.' One person told us, 'They treat you nice here.' All the people we spoke with told us they were satisfied with the care and support they received.

Is the service caring?

We saw the staff were kind and gave encouragement when they supported people. One relative told us, 'I walked in unexpectedly and they were holding mom's hand and talking lovely with her.' Staff were aware of peoples choices, preferences and support needs. We found the care and support was delivered with kindness. A relative told us, 'There's a close relationship between the staff and the residents. This is a 'carers relief home' really.' Another relative told us, 'It's lovely there, I've never seen him so happy. The staff are brilliant and they look after him beautifully.'

Is the service responsive?

All the relatives we spoke with confirmed that the home responded to them quickly and kept them informed of what was happening. One relative said, 'I can pick up the phone and they respond very quickly. It breeds confidence, it's beautiful here.' There were enough staff on duty to provide adequate care and support. There were cooks and domestic staff to ensure good food was provided and the environment was clean. We saw clear and detailed recording that ensured the manager could make timely and informed decisions about a person's care and support.

Is the service well-led?

The owner was aware of their responsibilities in meeting the essential standards of quality and safety. We found that there was a clear structure of managerial responsibility. The home was part of a larger organisation which gave support and guidance to the manager.

We looked at the home's quality assurance systems. We saw that there were systems in place to ensure the quality of the service was regularly assessed and monitored. Staff had regular training and learning opportunities. Staff we spoke with told us they thought the manager was approachable and provided good support. One person told us, 'The staff are nice. The girls look after me properly.'

People's daily living and health needs were met. One person told us, 'I am happy enough, the food is good. I stay in my room and watch television.' One visitor said, "It's the best home I've seen."

People were protected from abuse because staff received training and knew how to raise concerns. People told us they felt safe in the home.

Staff training ensured they had the skills and knowledge to care for people safely and received support and guidance that ensured they provided care based on current good practices.

Systems were in place to monitor the quality of the service. Most visitors told us that they felt able to raise any concerns they had. Surveys were carried out to get people's views about the service.

Records were stored safely but some were not detailed, accurate and updated to ensure people were protected from harm.

The seven people using the service we spoke with and two relatives told us they were happy with the service being provided. One person told us, 'I get on well with the people who live here and the staff'. Another person told us, 'It suits me. I can watch television till I want to. I have my meals in the dining room. Staff are pally (friendly).'

People told us that they received care and support in the way they preferred and in a respectful and timely manner. Care plans were detailed and including information so that staff could provide received personalised care. People looked well groomed and were able to choose where they ate their meals and what they did during the day. We heard friendly conversations between staff and people living there. Six of the people we spoke with said the staff were good.

People were protected from harm because staff had the skills and knowledge to protect them. Relatives told us that they felt confident about raising any concerns that they had about the service and that actions were taken in response to them.

There were systems in place to monitor the quality of the service and ensure people's needs were met.