Shooters Hill Residential Home

Safeguarding adults procedures were in place to protect people from the risk of abuse. Staff confidently described the different types of abuse and knew to who contact to report their concerns. There was a whistle-blowing procedure available to staff and they said they would use it if they needed to. Risks to people were assessed and identified. Care plans and risk assessments provided clear information and guidance for staff on how to support people to meet their needs. People's medicines were managed safely and people received their medicines as prescribed by health care professionals. There was a system to manage accidents and incidents appropriately, and learning from this was disseminated to staff. People were protected from the risk of infection. Staff confidently described what they did to prevent the risk of infection. There were enough staff deployed to meet people's needs and the provider followed safe recruitment practices.

Staff completed an induction when they started work, as well a programme of regular training and supervision to enable them to effectively carry out their roles. People's needs were assessed before they moved into the home to ensure their needs could be met. 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. Staff asked for people's consent before offering support. People were supported to have enough to eat and drink. They had access to a range of healthcare professionals when required to maintain good health. Staff supported people when they moved between services through effective communication, to ensure their care and support needs were well co-ordinated. The home had been adapted to meet people's needs, this included bath and stair rails.

Staff were kind and caring. They respected people's privacy and dignity. People were involved in making choices and decisions about their daily care and support needs. People were encouraged and supported to

be independent wherever possible. People were provided with information about the service when they joined in the form of a 'service user guide' so they were aware of the services and facilities on offer.

People were involved in planning their care needs. People's diverse needs including religious beliefs were recorded in their care plans. The registered managers told us that people were supported to meet these individual needs when required. People were aware of the home's complaints procedure and knew how to make a complaint if necessary. People's end of life wishes were recorded in their care plans.

On the whole there was an effective system in place to monitor the quality and safety of the home. Regular resident and staff meetings were held, and feedback was sought from people about the home through annual surveys. Staff were complimentary about the registered manager. The provider worked in partnership with the local authority and other agencies to ensure people's needs were planned and met. The registered managers were knowledgeable about their responsibilities under the Health and Social Care Act 2014. Notifications were submitted to the CQC as required. We saw that the provider was aware of the need to display the current rating of service in the home and we saw the rating was on display as required.

There was a clear philosophy of helping people to maintain their independence and achieve their goals and aspirations in life. Staff said they enjoyed working at the service and they received good support from the registered managers. The registered managers worked in partnership with other agencies to help ensure people received good quality care and support. This included the local authority and mental health team.

The five questions we ask about services and what we found