The Millfield

People's experience of using this service: There were sufficient numbers of suitably qualified staff to meet people's needs in a timely manner. People and their relatives told us there were always enough staff available to assist them. One person told us, "There always seems enough staff." Staff had completed training that enabled them to deliver good care and support to people effectively.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice. Medications were stored and managed safely and people received their medicines as they had been prescribed.

People's individual preferences for food and drink were catered for and this also included people's specific health and dietary requirements. Staff gave the right level of support to those who required extra help in eating and drinking. One person told us, "The food is good, very good and you get a good choice." We observed the dining experience it was pleasant, sociable and very personalised.

Care provided to people respected their privacy, dignity and promoted their independence. It was clear from our observations that staff knew people's needs well. Kind and friendly interactions were observed taking place. One person told us, "It's excellent here it really is, the girls [staff] are very kind, they spoil me really." Another person told us, "The staff are really kind. They look after me very well, they seem to know what I want before I do."

The service remained at the heart of the local community with strong links including the local school whose pupils visited the home regularly. The activities coordinator told us, "People from the town are very involved in the home, we get lots of input and help." There was a varied and individualised activity programme in place that ensured people lived a fulfilled life of their choosing.

Staff were motivated and proud of the service. One staff member said, "We do work hard but this place is so much better to work in than some others, we are all family here." There was a particularly strong emphasis on continuous development and improvement of the service with staff gaining additional qualifications and the implementation of electronic care records.

A variety of audits were in place that demonstrated the service was monitored and safe for people to live in. Feedback about the service was consistently good especially from health professionals we spoke with. One health professional said, "They [staff] work exceptionally hard with people they have referred to us. They

follow our instructions and it shows in that those people no longer require our service."

More information is in the full report.