Bluewater Care Limited

There was a registered manager in post who had been registered since October 2017. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. 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.

The registered provider had arrangements in place to keep people safe and to help protect people from the risk of abuse. Staff understood their responsibilities for safeguarding people from harm and followed the registered provider's policy and procedure. Potential risks associated with people, and their environment had been identified and managed. At the time of the inspection there were no recorded accidents, incidents or safeguarding concerns.

Systems were in place to ensure medicines were managed safely and staff had been trained to support people with their medicines. Staff had their competence to administer medicines checked.

There had been no recorded accidents or incidents since the service began operating. Policies and procedures and a system for reporting were in place. Staff were provided with Personal Protective Equipment (PPE) such as gloves, aprons and shoe protectors to use when supporting people in line with infection control procedures and cultural requirements.

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. Staff understood the principles of the Mental Capacity Act 2005 and were able to describe how they would support people to make decisions and how they would act in their best interests when providing care. We could not evidence they were doing this in practice, as no one using the service lacked the capacity to consent to their care and treatment.

Care plans were personalised and reflected people's current needs and preferences. They contained the information staff needed to provide people with care and support in line with their preferences. Staff understood the importance of treating people with dignity and respect.

Care was responsive and flexible to meet people's current care needs. Relatives we spoke with knew who to complain to and had every confidence that any concerns would be acted on and resolved by the registered manager.

People's relatives told us they thought the service was well-run and the registered manager was involved and constantly seeking their feedback. We found the registered provider had some systems and processes in place, and they carried out checks to monitor and improve the quality and safety of the service. Due to the low number of people using the service, some audits had not yet been developed although the registered manager was aware of the need to use audits to ensure continuous improvements.

The five questions we ask about services and what we found