Pendle View

People's experience of using this service: People were happy with the care and support provided by the service. However, we found some areas needed to be improved.

Some areas of the home were not clean and people were not protected from the risks associated with poor infection control practices. The provider followed safe processes when recruiting new staff. The service managed people's medicines and risks to people's health and wellbeing in a safe way. People were happy with staffing levels at the home.

Staff supported people in a way which met their needs. Staff were happy with the induction and training provided by the service. The service supported people in line with the Mental Capacity Act 2005 and applied to the local authority for authorisation when people needed to be deprived of their liberty to keep them safe. Staff supported people to meet their dietary and healthcare needs and referred people to community professionals when they needed extra support.

People liked the staff who supported them. Staff considered people's diversity and respected their right to privacy and dignity. They encouraged people to be independent when it was safe to do so. Staff encouraged people to make decisions about their support and their everyday lives. People had access to advocacy services.

Staff supported people in a way which reflected their needs, risks and preferences. Staff supported people to follow their interests and take part in a variety of activities inside and outside the home. Complaints had been managed in line with the complaints policy and people felt able to raise concerns with staff or management..

There was a lack of effective oversight of the service by the provider. Audits and checks of the home were not always accurate and improvements identified as necessary, were not always made in a timely way. There was not always a senior member of staff on duty to ensure people were supported as they should be. The service worked in partnership with a variety of community agencies. Staff sought people's views about their support and took action in response to many of their comments.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk