Hillsview - Blythswood Road

People were kept safe. There were systems in place to protect people from abuse. People's risks were assessed and monitored. There were enough staff working at the service and recruitment processes were robust. Medicines were managed in a safe way. Staff had been trained to administer people's medicines and administration was audited correctly. Infection control practice followed government guidance and the home was clean and well maintained. Lessons were learned when things went wrong as incidents were recorded and actions completed to keep people safe.

The service worked effectively. People's needs were assessed so the service knew whether they could meet their needs; this was done in line with the law. Staff received induction and training and were supported in their role through one to one supervision. People were supported to eat, drink and maintain healthy diets. Staff worked with other agencies to ensure people received good care, including health care professionals. The provider had adapted the building to ensure it met people's needs and people could decorate their rooms as they saw fit. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Deprivation of Liberties Safeguard (DoLS) documentation was up to date. People's choices were respected, and decisions made in their best interests.

The service was caring. relatives told us staff were caring. People were supported to express their views. People's privacy and dignity were respected, and their independence promoted.

The service was responsive. Care plans were person-centred, providing information about people's individual needs and preferences. People's communication needs were met. People were able to take part in activities they enjoyed. Complaints were responded to appropriately. People's end of life wishes were only recorded if people or relatives requested it. We recommend the service follow best practice guidance

on around and also record if they don't want their end of life wishes to be recorded.

The service was well led. Relatives and staff spoke positively about management. Staff knew their roles. The manager understood duty of candour and fulfilled the service's regulatory requirements. Quality assurance measures were appropriate. People, relatives and staff were able to be engaged with the service should they choose to be. The service worked with other agencies to the benefit of people using the service.