Prior Bank House

People were safeguarded from abuse and possible harm. Staff received safeguarding training and demonstrated a clear understanding about how to recognise and report abuse and poor care. The registered manager understood their responsibility to refer any safeguarding matters to the appropriate agencies. Individual risk assessments were completed for people so that identifiable risks were managed. The service was in the process of introducing electronic care plans.

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.

Safe staffing levels were in place. Staff were supported to deliver care and treatment safely and to an appropriate standard. Robust recruitment procedures in place so people were cared for by suitably qualified staff who had been assessed as safe to work with people.

The approach to assessing and managing the risk of infection required attention. The audit tool being used had not identified some areas that needed cleaning or maintaining or change of practice. The registered manager took immediate action in response to our feedback.

People told us they were treated with kindness, compassion and dignity in their day-to-day care and support. Staff knew about people’s health needs and personal preferences and gave them as much choice and control as possible. People and their relatives were actively involved in developing their care plans. This included identifying their needs on the grounds of equality characteristics and looking at how those needs would be met. It also included finding out about their choices and preferences. We observed people were promoted to be as independent as possible. People were provided with meaningful activities, linked to their hobbies and interests.

People’s personal, cultural, social and religious needs were understood and met. The service complied with legal equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equity in experience and outcomes