Fourways Residential Home

Safety and safeguarding were key threads throughout all aspects of care and support. For example, included in each staff interview, monthly care plan reviews, surveys and there was a safety board for people and staff to refer to. This included following the NHS Strategy 6 C's of Care. Booklets such as Age UK about falls and safety were available for everyone. People felt very safe from the risk of harm or abuse and staff knew how to identify and manage safeguarding. People were informed about what type of care they should expect. Staff supported people to make decisions about risk. Risk assessments were completed to promote independence and minimise risks to people. For example, all community destinations were risk assessed prior to visiting to ensure good amenities and access. Additional professional support, including a sports therapist, and clear risk plans were obtained where needed. Care plans were very clear and detailed with excellent guidance for staff and family involvement to keep people as safe as possible. There were sufficient, safely recruited staff who had received excellent training to meet peoples’ needs. The service had commended nationally for their work in train the trainer and commitment to staff training.

Staff and management were very kind and respectful, caring for people. They followed the NHS Strategy the 6 C's, compassion, competence, communication, courage and commitment and we saw evidence of this happening. Staff personalised people’s choices and independence. Regular discussions involving people and families were followed by same day actions such as improving WiFi, technology and laundry. Policies and practices supported staff to enable people's maximum choice and control over their lives, with independence and person-centred care at the heart of the providers values care at the heart of the service values. People and their families were given clear information about all aspects of care and what they should expect.

People were treated as individuals. Staff sought people’s views and listened to them. People knew how to complain and were confident in the management. The service was very inclusive and managers discussed with staff and people about LGBGT and cultural differences. Some staff were from abroad and management encouraged them to share their culture with people sharing their experiences together. Photos showed people and staff enjoying a welcome staff party. Staff had training, and a notice board explained gender titles and preferences to support LGBGT staff. There was an LGBGT choir and people talked about their own lived experiences. The manager said it was important to promote kind inclusion with people as well as staff. A communal quality notice board stated, ‘We believe every person is given the opportunity to make the most of their lives.’