Shaftesbury Kenway Court

People's experience of using this service: The service was effectively managed by an established manager who promoted an open person-centred culture. A number of changes in the service had put pressure on the time of the registered manager, however there were measures in place to resolve this. A new deputy had been appointed and additional nursing and care staff were being recruited. The registered manager and provider carried out audits on the quality of the service and the additional staffing would support senior staff to carry out more robust and regular checks.

Staff supported people to remain safe, while respecting their rights to independence and choice. Risk assessments were detailed and gave staff the necessary guidance about the help people needed. Staff knew what to do if they were concerned about a person's safety. The registered manager carried out thorough investigations into concerns and learnt from mistakes, using the information to make the service safer.

There were enough staff to keep people safe. We received feedback from people that staff were sometimes stretched, which would be addressed by the arrangements to increase nursing and care staffing. Medicine administration was carried out in a personalised manner by nurses who knew people well. Their attention to detail helped keep people safe.

Staff had the necessary skills to support people. Staff worked well together and with external professionals to promote people's health and physical wellbeing. People had the choice of preparing their own food and drink or have their meals prepared by a chef. Care plans provided the necessary guidance to staff to ensure they could meet people's complex needs and monitor their wellbeing.

The purpose-built property enabled people to maximise their independence. The registered manager met legal requirements when people did not have capacity. There was a focus in the service on supporting people to make their own decisions and to minimise restrictions on their freedom.

Support was flexible and reviewed regularly so it continued to meet people's changing needs. The provider had invested in resources to ensure people's lives were stimulating and meaningful. When people required end of life care, there were measures in place to ensure support was compassionate and personalised. People felt able to raise concerns about their care and be confident they would be dealt with promptly.

People were treated with dignity and respect. We discussed with the registered manager improvements in

the way personal data was stored and kept confidential. Staff across the service communicated in a skilled and consistent way which promoted people's rights to make decisions about their care.