Penlee Residential Care Home

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. We have made a recommendation for the service to ensure the newly introduced capacity assessments were completed.

People received their medicines in a safe and caring way. Where we identified some gaps in records and audits the registered manager took immediate action to address this. We judged there had been no impact on people.

We had received information that there were not enough staff to support people and staff did not have the time to allow for people to make choices about their activities. We did not substantiate these concerns. There were enough staff to meet people's needs and ensure their safety. Some people chose to go out into the community. One person told us, "I do like to go out. So long as the staff know there is no problem". Appropriate recruitment procedures ensured prospective staff were suitable to work in the home.

Prior to the inspection we had received concerns that the service was not being governed well and restrictions were in place for people to make choices. We found evidence of the provider visiting the service regularly, speaking with all stakeholders to allay any concerns regarding the change of provider. The registered manager told us they spoke with the provider daily and resources were being made available to make changes or improvements in the home. Staff told us they were happy with the registered manager and provider. They told us, "It's been a big change, but I think it will be OK" and "I like the way the [providers name] has made the changes. They talk things through with us. We have contact if we need to speak with [providers name]".

Records of people's care were individualised and detailed their needs and preferences. Risks were identified and staff had guidance to help them support people to reduce the risk of avoidable harm. Some files contained a large amount of dated information and we advised the registered manager to address this as those records were difficult to navigate. They acted on this and told us it was anticipated the service will be moving to an electronic care planning system in the near future.

There was a relaxed and friendly atmosphere at the service. People made choices about where and how to spend their time. People told us they were happy with the care they received and believed the service was a safe place to live. People were positive about staff, and their caring attitude, and told us they were treated with kindness and compassion. Where people were unable to tell us about their experiences we observed they were relaxed and at ease with staff. People's behaviour and body language showed that they felt cared for by staff.

Staff told us that they had received the training they needed to meet people's needs safely and effectively. The registered manager maintained oversight of training to ensure staff had the necessary training, knowledge and skills to provide consistent care.

People were supported to access healthcare services, staff recognised changes in people's health, and sought professional advice appropriately.

The building was clean, and there were appropriate procedures to ensure any infection control risks were minimised. The environment was safe, and people had access to equipment where needed.

People and their families were given information about how to complain. The registered manager and staff knew people well and worked together to help ensure people received a good service. People and staff told us the registered manager and the provider were approachable and listened when any concerns or ideas were raised.