Care For All

The provider is Mrs Phyllis Robertson. The provider is an individual 'registered person' and, as such, there is no requirement for them to have a registered manager for this service. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. We will refer to the provider as the 'manager' throughout this report.

At the last inspection on 3 July 2015, the service was rated 'Good' overall.

We inspected this service on 12 and 13 September 2017. The manager was given 48 hours' notice of our inspection; because we needed to be sure someone would be in the location office when we visited. At the time of our inspection, there were 80, mainly older people, using the service who were receiving support with personal care. At this inspection, we found the service remained 'Good' with outstanding standards of care delivery.

People told us they felt safe and well cared for and staff were able to tell us what they would do to ensure people were safe.

Medicines were administered in the correct manner and handled safely to protect people.

Staff were recruited safely. The service had sufficient numbers of suitably qualified staff deployed to care for people who used the service. People were protected by the infection control procedures followed by staff.

Training was up to date across a range of relevant areas. Staff were knowledgeable and demonstrated they had the skills and aptitude required to provide care to people who used the service.

Staff had received up to date training on the Mental Capacity Act 2005 (MCA). Staff understood that people should be consulted about their care and understood the principles of the MCA. People were supported to make choices and best interest decisions were made when required. 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.

People's nutrition and hydration needs were met. People enjoyed the meals and had choices around their meals and drinks.

People were treated with kindness and compassion. Staff worked in a person-centred manner and treated people with dignity and respect. Staff had positive, genuine relationships with the people they supported and were passionate about their role. People told us staff were exceptionally kind and caring and always went the extra mile.

The manager and the staff worked in a proactive, person-centred manner, which put the person at the heart of the care provision. The manager and the staff were exceptionally flexible in responding to people's needs and demonstrated ingenuity and vision when devising packages of care. People consistently told us the manager and the staff went above and beyond their duties when providing care to them.

Staff worked well together as a team. They had good shared knowledge about people's needs and they used this knowledge to ensure the best outcomes for people were achieved.

Care plans contained detailed information which reflected people's individual requirements and detailed their preferences. Care plans were kept up to date when people's needs changed. People were involved in devising their care plan and they had active input into the reviews of their care. People's choices and preferences were respected and acted upon.

Records and observations provided evidence that people were treated in a way which encouraged them to feel valued and cared about. Staff were knowledgeable about the people they supported and demonstrated warmth and empathy.

People told us their complaints were responded to in a timely fashion and dealt with in a manner they approved of. People were confident their concerns would be listened to.

The provider supported the staff to be effective in their role. Staff told us the provider was approachable and empathetic.

Further information is in the detailed findings below.

The five questions we ask about services and what we found