15 May 2019
During a routine inspection
People’s experience of using this service: People and their relatives told us they were happy with the care and support they received from the service. One person told us, “The carers are all very good whoever comes. Very caring all of them.”
People received care and support from a regular team of staff. The service ensured staff had the right training, skills and experience to support people safely. A robust recruitment process was in place.
The provider had systems in place to ensure people were protected from abuse and harm. Staff had completed safeguarding training and were aware of the provider’s whistleblowing process. Individual and environmental risks were identified and mitigated. Systems were in place to ensure people would continue to receive support in the event of an emergency.
The registered manager constantly reflected on the service provided. Information was reviewed with lessons learnt cascaded to staff.
People were treated with respect and dignity. Staff had extensive knowledge about people, their preferences and interests. People were involved in reviews of their care and support. Staff knew people’s preferred methods of communication.
Care plans were person centred and provided staff with clear information on how to support people in line with their preferences. Staff were responsive to changes in people’s needs. People and relatives had no complaints about the service but were aware of the complaints procedure.
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.
The provider had an effective quality assurance process to monitor the quality and safety of the service provided. The registered manager was passionate about ensuring people received the best care possible. Staff told us they felt supported by the management team. People, relatives and staff were encouraged to offer feedback. The service had an open culture and shared lessons learnt in their yearly newsletter.
Rating at last inspection: Good (Last report published 30 September 2016).
Why we inspected: We inspected the service as part of our inspection schedule for ‘Good’ rated services.
Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.
For more details, please read the full report which is on the CQC website at www.cqc.org.uk.