Kathleen House

People's experience of using this service: People looked comfortable and relaxed with staff and their relatives told us they were safe. Staff told us how they should keep people safe and minimise risks to their safety.

People were supported by staff we saw were caring and expressed interest in people who lived at Kathleen House. People received effective person-centred care and support based on their individual needs and preferences. Staff were knowledgeable about people; their needs and preferences and we saw they had a good relationship with the people.

People were supported by care staff who had a range of skills and knowledge to meet their needs. Staff understood, felt confident and well supported in their role, and they said they were supported through formal staff supervision. People's health was supported as staff worked with other health care providers to ensure people's health needs were met.

People were supported to have maximum choice and control of their lives and staff understood that they should support them in the least restrictive way possible; the policies and systems in the service supported this practice.

People's care plans reflected people's needs and preferences and staff and the registered manager could explain any recent changes to people's care. Where there was changes staff knew how they should provide care to ensure people were safe, their needs were met, and preferences respected.

People's representatives knew how to complain. Relatives and staff knew how to identify and respond if people were unhappy with the service. People we saw could communicate how they felt to staff, this assisted by staff understanding their individual communication needs. Relatives told us when they had raised concerns these had been addressed appropriately.

People, relatives and staff gave a positive picture as to the quality of care people received and said the registered manager was approachable. We saw staff listened to people and relatives said staff also listened to what they said and involved them by asking their opinions on their loved ones care. Quality monitoring systems were in place although recording of the outcomes of audit findings could be better recorded so it was accessible in one service development tool. The provider was able to demonstrate they were responding to findings from the quality monitoring system so it was effective.