Southfields House

The staff team knew people well and were able to provide appropriate support discreetly and with compassion. People were supported to maintain contact with relatives and friends. There was a wide range of appropriate activities people could involve themselves in. Staff demonstrated they knew how to raise safeguarding concerns and were aware of the processes to follow in order to keep people safe. People told us they felt safe.

Care and support plans were developed to ensure people's needs and risks were met appropriately. Risk management strategies were in place to assist staff to help people to manage identified risks which included identifying triggers for behaviours that may cause distress. Risk management plans helped staff as well as the person to minimise risks but included positive risk taking.

Staffing levels were appropriate to ensure people's needs were met in a safe, timely and consistent way. The service was following safe infection prevention and control procedures to keep people safe. The administration of medicines was managed in a safe way and people received their medicines as prescribed.

Staff were provided with the right training and support to make sure they could fulfil their roles appropriately. There was clear evidence of collaborative working and good communication with other professionals in the health and social care sector. People's health care needs were being met and they had access to healthcare services where needed.

People were supported to have as much choice and control of their lives as they could achieve. Staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Appropriate policies and procedures were in place to manage and respond to complaints and concerns. The provider's ethos and values put people at the heart of the service. The staff team were empowered to contribute to support a person-centred model of effective care.

There was a comprehensive and effective governance system in place. People, relatives and staff were confident about approaching the registered manager if they needed to. They recognised that their views and feedback were valued and respected and consistently used to support quality service development. A wide range of comprehensive audits took place to ensure the quality of the service was maintained.