St Catherines View

Care plans were person-centred and the service used nationally recognised tools to inform assessments. Staff demonstrated knowledge and skills and felt supported in their roles. People's nutritional needs were met. The service was purpose-built with specialist equipment to meet people's needs. People were supported to access healthcare services in a timely way. 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.

People were supported by staff who were kind, caring and spoke about people in a compassionate way. Staff respected people's privacy and dignity and promoted their independence. People and relatives told us they were involved in planning and reviewing their care and we observed positive interactions between staff and people.

Staff knew people well and provided person-centred care. People's communication needs were assessed, and care plans detailed sensory needs and how they liked staff to communicate with them. People were supported with activities that were planned in line with their interests and reflected their wishes. The provider had, and followed, a robust complaints procedure. There was a clear end of life pathway to support people to have a comfortable, dignified and pain-free death.

The home was exceptionally well led by a dedicated and passionate leadership team. The registered manager led by example and had developed a staff team who were proud to work at the service and put people at the heart of everything they did. Without exception, feedback about the registered manager, leadership team and culture they fostered was overwhelmingly positive. Governance and quality assurance processes were robust, well-embedded and used to monitor and improve quality. There was a clear focus on learning, improvement and innovation to promote empowering outcomes for people.