Keychange Charity Erith House Care Home

People's experience of using this service:

People using the service benefitted from a kind, caring and committed staff team. People and their relatives told us they were treated with kindness, compassion and respect.

We observed positive and compassionate interactions between staff and the people they supported. People were able to be as independent as they wanted and were also provided with prompt, sensitive support when needed.

People were placed at the heart of the service and were as far as possible involved in decisions about their care and lifestyle. People and their relatives told us they were listened to and their care was provided in a way they wanted and preferred.

People's care was delivered safely and people said they felt safe living at Erith House. The staff team was consistent, employed in sufficient numbers and had the skills and training to understand and meet people's needs safely and effectively.

People's risks were understood and managed well. People's rights and independence were respected and promoted. Management and staff understood their role with regards to the Mental Capacity Act (2005). People's consent was sought before care and support was provided. When people were unable to consent, and make decisions for themselves appropriate processes were followed. People were protected from discrimination and abuse and staff understood how to safeguard people.

People lived in a home that was well maintained, comfortable and designed to meet their needs. Consideration had been given to supporting people to occupy their time and maintain relationships with family and friends. Relatives were made to feel welcome and were kept informed about issues relating to their loved one's care.

People lived in a service, which had a positive culture and was led by committed and enthusiastic staff and management. Management and staff had good relationships with health and social care professionals and liaised with these services to help ensure people's full range of care needs were met.

The provider's values were available for people to see and included, "We seek to deliver services of the highest possible quality and constantly improve through listening, reflecting, learning and action". We found

the culture and atmosphere of the home warm, welcoming and inclusive. Staff were valued for their contribution and their ideas and were listened to and respected.

Systems had been developed to ensure performance remained good and continued to improve.