High Peak Carers

On the day of our inspection 76 people were using the service.

People's experience of using this service: People told us they were safe. The providers processes and practices protected people from abuse. There were enough staff to ensure people's needs were met. Recruitment procedures followed safe practices. Staff told us they were given time to provide care and support that was unrushed. People's medicines were managed safely, the provider was changing the systems at the time of our inspection to improve the documentation to ensure consistency. Risks assessments were in place and risks were managed in a way that did not restrict people's freedom. These were being improved at the time of our visit. People were protected by the prevention and control of infection.

Staff supported people to make their own decisions and choices. Staff we spoke with were knowledgeable and understood the principles of The Mental Capacity Act.

Peoples nutritional needs were met. People who required support with their diet had their needs met by staff that understood their dietary requirements. Staff received effective training to fulfil their roles and responsibilities and told us they were well supported and supervised by the management.

People spoke very positively about the care and support they received. Care staff were described as exceptional, being very well trained, professional in their attitude and very caring towards people. Everyone had a small number of regular care staff who they really valued. People told us staff were kind, caring and considerate. People also confirmed staff maintained their dignity and respected them. People and their relatives we spoke with said staff were dedicated and passionate about providing good standards of care and support.

People received personalised care that was responsive to their needs. Care plans were being improved at the time of our inspection and were to be more detailed and person-centred. They were being developed with the people who used the service to ensure their wishes and choices were captured and followed. People were supported at the end of their lives.

There was a complaints procedure available which enabled people to raise any concerns or complaints about the care or support they received. The registered manager kept detailed records of concerns that evidenced any issues were actioned promptly and satisfactorily.

People told us they were listened to and had opportunity to raise concerns if required. People we spoke with said they had no concerns. They said the service was excellent. One person had raised a concern and told us it was dealt with immediately by the management and resolved.

People's feedback was used to make changes to the service.

The home had a registered manager who conducted a range of audits in areas such as, medicine management, health and safety, care plans and daily records documentation. We saw the monitoring identified areas for improvement and any actions raised as part of the audits were addressed.

More information in Detailed Findings below: