Queen Elizabeth House

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

At our last inspection we rated the service good. At this inspection we found the evidence continued to support the rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

At this inspection we found the service remained good.

Relatives were happy with the care and support provided. They had positive relationships with staff and the registered manager. One relative raised concerns with us about some aspects of their family member's care. This was fed back to the provider who told us they were already aware of the complaint and had commenced an investigation.

Systems were in place to safeguard people. Risks to people were identified and managed. Safe medicines and infection control practices were promoted.

Staff were suitably recruited, inducted, trained and supported. The required staffing levels were maintained, although the registered manager recognised continuity of care was difficult to achieve through the high use of agency staff.

People had care plans in place which outlined their needs and support required. Their health and nutritional needs were identified and they had access to a range of health professionals. People were provided with support and equipment to promote their health, well-being and independence.

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

Staff were kind and caring. Relatives described staff as "Wonderful, attentive, caring and knew how to support and communicate with their family members."

The provider had systems in place to audit and oversee the running of the service. Internal audits and some

aspects of record keeping were incomplete. The registered manager addressed this immediately to bring about the required improvements.

The registered manager was experienced in their role. They were supportive and acted as a positive role model to staff. They were described as professional, knowledgeable, approachable, good listener and acted on issues raised.

Further information is in the detailed findings below.

The five questions we ask about services and what we found