25 April 2019
During a routine inspection
People’s experience of using this service:
People developed positive relationships with staff who were friendly and passionate about their work. Staff treated people with respect, kindness, dignity and compassion.
There were systems in place to monitor the quality of the service and drive improvements, however these needed to be embedded for us to assess how effective they were.
People had detailed personalised plans of care to enable staff to provide consistent care and support in line with people’s preferences. They were supported to maintain good health and nutrition and access activities within the community. The service focussed on people’s recovery and promoting their independence.
Staff knew their responsibilities as defined by the Mental Capacity Act 2005 (MCA 2005). The provider was aware of how to make referrals if people lacked capacity to consent to aspects of their care and support and were being deprived of their liberty.
People were protected from the risk of harm and received their prescribed medicines safely. Staff were appropriately recruited and there were enough staff to provide care and support to people to meet their needs.
Staff had access to the support, supervision and training they required to work effectively in their roles and they liaised closely with other health professionals.
People knew how to raise a concern or make a complaint and the provider had implemented effective systems to manage any complaints received. Information was provided to people in an accessible format to enable them to make decisions about their care and support.
The service had a positive ethos and an open culture. The manager was approachable, understood the needs of people, and listened to staff and relatives.
The service met the characteristics for a rating of “good” in four of the five key questions we inspected and rating of “requires improvement” in one. Therefore, our overall rating for the service after this inspection was “good”.
Rating at last inspection: Good (report published 10 October 2016)
Why we inspected: This was a planned inspection based on the rating at the last inspection.
Follow up: We will continue to monitor the service through the information we receive 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 see the full report which is on the CQC website at www.cqc.org.uk