Park House

This assessment was unannounced and was carried out by 2 inspectors and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Prior to the assessment we reviewed information we had received about the service. We sought feedback from health and social care professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the assessment we spoke with 23 people and relatives about their experience of the care provided. We spoke with staff including the registered manager, deputy manager, senior care staff, care staff, housekeeping and catering staff. We used the Short Observational Framework for Inspection (SOFI). SOFI is a way of observing care to help us understand the experience of people who could not talk with us. We reviewed a range of records. This included people’s care and medicine records. We looked at staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service were reviewed.

People were supported by staff who had the knowledge and confidence to identify safeguarding concerns and acted on these to keep people safe. When people had near accidents or incidents these were reported, recorded and monitored to look for trends or themes and ensure lessons were learned.

People received individualised care from staff who had the skills knowledge and understanding to carry out their roles. People received care and support from staff who knew them well. We observed people being treated with kindness and compassion in their day to day care.

Systems were in place for the safe storage, administration and disposal of medicines. Records showed people received their medicines as prescribed and in their preferred manner. The service worked with other health and social care professionals to ensure people had access to healthcare services to maintain good health.

Appropriate systems were in place to protect people from the spread of infection. During the assessment we observed the home to be clean, tidy and odour free.

Quality assurance systems were in place to monitor the quality of service being delivered. Plans were in place to ensure improvements to the service were identified and appropriate actions taken. People and their relatives were encouraged to provide feedback on the service and complaints were dealt with in line with the provider's policy.