St Anne's Community Services - Lees Hall Road

People's experience of using this service: There were enough staff to meet people's needs and keep them safe. Staff understood how to manage any risks to people and knew the processes to follow to manage any allegations of abuse.

Risks to people had been identified and a positive risk approach was used to ensure the potential for harm was minimised without restricting a person's human rights. People had been involved with decisions in how to reduce the risk of harm to them, although some chose not to engage and partook in activities which posed some risk to their health.

People were supported by staff who received appropriate training and support to carry out their roles and responsibilities. We found staff to be knowledgeable about people, their medicines and how best to support them. Staff in turn told us they felt supported by the registered manager.

People received support to eat and drink if this was part of their care plan and were responsible for making most of their own meals with varying degree of support from support staff. Staff knew how to access relevant healthcare professionals, and this was evidenced in people's care records. The service worked in partnership with other organisations and healthcare professionals to improve people's outcomes.

People's care and support had been planned in partnership with them where possible, either formally at review or informally through conversations. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Staff knew people well and supported them in line with their current needs and wishes. Staff were knowledgeable about people's likes, dislikes and personal preferences.

People and relatives were aware of the complaints procedure although they had not needed to use this. Information was present on notice boards in the building to direct people to the complaints process.

The service was well-led by a registered manager with support from a deputy manager. Staff took on responsibility for aspects of service improvement such as health and safety to ensure continuous monitoring and improvement of the service.

The provider and registered manager used a variety of methods to assess and monitor the quality of the service. We saw detailed provider audits, measuring the service against best practice to ensure a good standard of care provision.

The service worked in partnership with other organisations such as the local authority and health professionals.