Staff Resources St James House

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

Relatives reported the registered manager attended multi-disciplinary team reviews regularly and provided valuable feedback in relation to the review of people's care packages. Initial assessments had been completed by the provider in collaboration with professionals, people and their relatives. Training for staff was in place and staff had completed online training courses; however, further development of the providers training programme was needed so they could carry out more specialised training. We discussed this with the registered manager who evidenced a robust plan to implement training, focussing on specific areas such as the administration and management of medication, safeguarding and infection control.

Relatives praised staff for the care provided to people and stated a caring culture was promoted by the registered manager who visited and contacted families regularly to ensure care was being provided to the required standard. Care plans were person centred and provided clear guidance to staff on how to support people while respecting their likes, dislikes and preferences.

Relatives praised the provider and staff for their support in communicating people with specific communicational needs. Although feedback from relatives was positive, there had been one occasion when a relative reported concerns with the registered manager. The registered manager responded proactively and in a timely manner.

The provider was not evidencing quality assurance checks they were carrying out. We were assured audits and checks were happening from feedback provided by relatives; however, these had not been recorded formally. When we discussed this with the registered manager, they shared templates they developed and

provided assurance these would be implemented immediately. The registered manager advised as the service grows, they intend to recruit care co-ordinators to maintain the level of active involvement in peoples care packages at management level. Staff felt supported by the registered manager and praised them for their hands on approach to supporting them, people and relatives. We have made a recommendation the provider ensures formal recording of auditing and checks are completed so the provider can evidence the good governance they carry out.