Mill Green

What life is like for people using this service: Staff were safely recruited. Where this was a part of their care plan, people's medicines were administered safely and in accordance with the prescribing instructions. However, risk management plans and the response to epileptic seizure required improvement to ensure people were always cared for in an effective and safe way.

The management team and staff placed people at the heart of their home. The provider and registered manager ensured their service was delivered according to their values. The home had a strong person centred and local community-based ethos. The staff team worked hard to promote people's dignity and prevent people from becoming socially isolated within their home.

Respect and dignity were cornerstones of the values upheld by the staff and role modelled by the management team. Innovative approaches such as assisted access to electronic records and feedback tools, provided people and their relatives options in shaping a personalised service and making decisions.

People and their relatives were involved in choosing their care and support, from pre-admission to living in the home. 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.

Staff were aware of how to report any concerns about neglect or abuse and were confident they would be addressed. They felt they were listened to and were part of an organisation that cared for them and their wellbeing, as well as the people they were supporting.

Regular audits were carried out; people were asked their views in person and via questionnaires. Changes were quickly made if issues were identified. The service learned from recorded incidents, concerns or accidents to help prevent a reoccurrence.