Taptonholme

People's experience of using this service: People told us they felt safe. Staff understood safeguarding and whistleblowing procedures. Relatives said their family members were kept safe. Staff knew people well and risks were identified. Staff told us there were enough staff on duty to meet people's needs, people told us there were always staff available and did not wait long for assistance. There was a safe recruitment process, which ensured only staff suitable to work with vulnerable adults were employed. Accidents and incidents were effectively monitored, which ensured staff learned when things went wrong. People were protected by the prevention and control of infection. Medication systems were in place and followed by staff to ensure people received their medicines as prescribed. We identified some documentation could be improved. However, this had already been picked up by the managers quality monitoring systems and was being addressed. We were sent evidence this had been completed following our site visit.

Staff we spoke with were knowledgeable about people needs. We observed that care provided was person- centred and individualised. Staff received effective training to ensure their knowledge was up to date. Staff were supervised and supported. 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 had access to health care professionals, staff worked closely with professionals to ensure people's needs were met. We observed interactions between staff and people who used the service these were positive, inclusive, respectful, and person-centred, promoting people's well-being.

There was a quality monitoring system in place. Audits were undertaken to ensure good quality care and support was provided and any improvements required implemented. Relatives felt listened to and said staff and management were approachable. People we spoke with told us their views were obtained to continually drive improvements. Feedback from staff was extremely positive, told us communication was very good and the registered manager and new deputy were approachable, visible, listened and took appropriate action.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk