Lindisfarne Hartlepool

We had mixed responses from people as to whether there were enough staff to provide the support needed. Due to pressures caused by the pandemic and general recruitment difficulties the service had experienced staffing issues. The manager had increased staffing levels and was recruiting to vacancies to ensure there were enough staff on duty. Staff were recruited safely.

People told us staff were caring and they felt safe. We observed staff deliver care and support in a kind and compassionate manner. It was clear staff understood people's needs and how to manage any presenting risks. Risk assessments were clear and readily identified how to mitigate them. Staff were familiar with these documents and the actions they needed to take.

People were protected from abuse by staff who understood how to identify and report any concerns. Incident monitoring records were appropriately used to understand themes and reasons for the events. Medicine management was effective. Staff adhered to COVID regulations and procedures.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

The systems the manager had in place allowed them to critically review the service and proactively looked at how improvements could be made. There had been various changes in manager in the last year with the current one being in post for the last 2 months. Staff told us the service had been impacted on by frequent changes to management and at present could not be confident the service would stabilise.

Staff were passionate about providing good care outcomes and took ownership for their practice. They had established good working relationships with all visiting professionals, and this had supported them to deliver effective care and support.