SENSE - 35 Hawthorn Road

People's experience of using this service: Safe care and treatment was not always provided. Safe medication processes were not in place with regards to the management of some aspects of people's medicines. There was also no evidence that any checks on people's medication were undertaken to ensure people's medicines had been administered correctly. We also found that the management of the service overall was not consistent, this was also commented on by relatives and staff.

We observed support being delivered within the home and saw that people were comfortable in the presence of staff. This indicated that positive relationships had developed between people receiving support and care staff

The registered provider had a complaints policy in place and people were given information on how to make a complaint about the service should they wish to do so. Safeguarding and whistleblowing procedures were also in place for staff to follow. Staff spoken with were knowledgeable about safeguarding procedures and how to raise any concerns they had.

Staff were recruited safely and received regular supervision and the correct level of training to do their job.

People received the support they needed to eat and drink and maintain a healthy and balanced diet.

Consent to care and treatment were sought in line with the principles of the Mental Capacity Act 2005. People told us staff always asked for their consent before providing support. People's chosen advocates was identified in their care plans should people need support to make a decision about their care.

Care plans and risk assessments reflected people's needs, and held person-centred information. Care files had been reviewed regularly and people were involved in these reviews.

People who lived in the home had multiple sensory disabilities, the provider had strategies in place to ensure communication was effective and that people were given the opportunity to make their own choices about their lives.