25 May 2016
During a routine inspection
There was a manager registered with the Care Quality Commission (CQC). A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
People felt safe and were supported by staff who knew how to keep them safe and understood their responsibilities to protect people from the risk of abuse. Risks to people’s health and safety were managed and plans were in place to identify and reduce the risk to people’s safety. There were sufficient numbers of staff to meet people’s care needs and staff were recruited safely. People received the level of support they required to safely manage their medicines.
People were supported by staff who received appropriate induction, training, supervision and appraisal. Staff were fully supported by management. People’s rights were protected under the Mental Capacity Act 2005. People received the assistance they required to have enough to eat and drink. External professionals were involved in people’s care as appropriate.
People were treated with kindness and compassion and spoke highly of the staff. People reported positive and caring relationships had been developed between themselves and the staff. People felt able to contribute to decisions about their care and were involved in the planning and reviewing of their care and how they wanted their care delivered. People were treated with dignity and respect by staff who understood the importance of this.
People’s care and support was planned and arranged and they were actively involved in making decisions about their care and support. Care plans provided sufficient information for staff to provide personalised care. A complaints process was in place, and people felt able to make a complaint. People felt confident that staff would respond in a timely manner.
People felt empowered to contribute to the development of the service. The registered manager actively sought people’s views and acted on them. There were systems in place to monitor and improve the quality of the service provided. The service was led by a registered manager who had a clear understanding of their role and how to improve the lives of all of the people at the service. They had a robust auditing process in place that identified the risks to people and the service as a whole and they were dealt with quickly and effectively.