Maycroft

People's experience of using this service:

We found improvements had been made in the areas we rated as requires improvement following our previous inspection in March 2017. We also found the breaches of regulations that were issued had been met. However, we found improvements were required to ensure best interest decisions were recorded to ensure the records reflected the rationale for the decisions made on behalf of people.

People were supported by staff who were aware of the risks to them and knew how to keep them safe from harm. People appeared comfortable in staff presence and sought staff out by going over to them and holding their hand. People received their medicines as needed.

Recruitment processes were in place to ensure staff were safely recruited. Staff wore aprons and gloves to prevent the spread of infections. Systems were in place to analyse any accidents or incidents for patterns and trends, and to enable measures to be put in place to mitigate any identified risks.

Staff knew people well and had received training which provided them with the skills to support people safely and effectively. Staff felt supported in their role and were kept up to date with changes in people's care needs. People were supported to choose what they had to eat and drink and to make healthy choices where appropriate in order to maintain a balanced diet. Staff were aware of people's healthcare needs and how to support them to maintain good health.

People were supported to have choice and control of their lives and staff supported them in the least restrictive way possible. We saw staff routinely obtained people's consent before providing support. An accessible safeguarding and complaints procedure was in place for people and their visitors to refer to if needed.

Relatives described staff as 'caring, friendly, and dedicated'. We saw support was led by people and not by the staff, and people were encouraged to be as independent as possible.

People were supported to participate in activities that were of particular interest to them, as well as trying new opportunities.

Staff were confident the improvements made to the culture and the new training they had received had made a positive difference to the support provided to people. Staff felt the registered manager was approachable and provided good leadership and direction. Audits were completed to ensure the registered

manager and provider had oversight of the service.

Quality audits were in place to ensure the registered manager and provider had oversight of the service and to ensure the service provided was meeting people's needs. Records were not in place to support all of the best interests decisions made for people to clearly reflect the rationale for the decisions made for people. Staff were motivated and committed to ensuring people received support that met their needs and aspirations.