We considered all the evidence we had gathered under the outcomes we inspected. We used the information to answer the five questions we always ask;' Is the service caring?
' Is the service responsive?
' Is the service safe?
' Is the service effective?
' Is the service well led?
Below is a summary of what we found. The summary is based on discussions with management during the inspection, speaking with people using the service, their relatives, the staff supporting them and from looking at records.
If you want to see the evidence supporting our summary please read the full report.
Is the service safe?
People were asked for their consent to the care and support provided. Staff received training in how to engage with people and ensure their agreement before delivering personal care and respect people's right to refuse care if they wished.
Systems were in place to make sure that accidents and incidents were reported along with complaints and other concerns, and that action was taken when required. This reduced risks to people and helped the service to continually improve its performance.
There were procedures for managing emergencies and staff were aware of relevant contact details to access help and support.
Recruitment practice was safe and thorough and ensured that suitable checks were in place with regard to qualifications, employment history, identity and criminal records. There was suitable induction training for new staff and on-going supervision checks to ensure that staff carried out their duties safely.
Is the service effective?
People using the service experienced care that was planned and delivered to meet their needs and mitigate any risks. People using the service and their relatives were involved in the development of their care plans.
Care needs were reviewed on a regular basis and care plans were modified when needs changed. Records showed that the care delivered reflected the current care plan. There were regular checks and systems to monitor the care delivered and ensure that quality was maintained.
The people we spoke with told us that their care workers were generally punctual and carried out their duties effectively, although two people commented that delays were not always communicated or managed effectively.
The provider recruited and trained staff that were suitably skilled and qualified to fulfil their roles.
Is the service caring?
People we spoke with were generally satisfied with the care and support they experienced.
One person told us, 'I'm very well looked after and they provide the care I require.'
Staff we spoke with were aware of the importance of communicating clearly and offering people choices in how their care was delivered.
People we spoke with told us their care workers were kind and gentle although one person told us that the staff who supported them did not always respect their preferences, and remarked, 'I'm not always able to have the food I would like as some care workers refuse to prepare certain foods such as pork'. Another person commented that they found it difficult to communicate effectively with some care workers who did not have English as a first language, saying, 'They're very kind but communication is sometimes a problem'.
Is the service responsive?
People using the service received an annual satisfaction survey in which they were asked to rate the quality of the service they received. Results of the latest survey indicated a good level of satisfaction with the service.
The provider made regular telephone calls to people using the service during which people were encouraged to express their views.
There was a written complaints procedure which was readily available for people using the service. All complaints had been recorded and were managed correctly with appropriate action taken when necessary.
Is the service well-led?
The provider had a variety of systems to monitor the quality of service provided and audit their performance.
People using the service and their relatives were provided with information about the service and were contacted regularly to obtain their feedback and views.
There were appropriate procedures for dealing with complaints and reporting accidents and incidents.
Managers conducted regular checks at the homes of people using the service and by telephone to ensure the care delivered was of good quality and in line with needs.