Queensmount Care Home

A person- centred approach had enabled positive risk taking which meant people's rights and freedoms were being respected. Innovative, holistic therapies were trialled to manage risks associated with people's mental wellbeing, new equipment was being introduced to reduce risks associated with skin damage and falls. Health and safety training had included mock scenarios of emergency situations to ensure staff understanding and competence.

People were supported by enough staff who had recruitment checks to ensure their suitability to work with older people.

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.

People were cared for by staff that had undertaken an induction and received on-going training and support that enabled them to carry out their roles effectively.

People had their eating and drinking needs understood and met. People had access to a range of healthcare services and were involved in decisions about their health and well- being.

Queensmount provided an environment that enabled people to maximise their independence and provided both social and private areas with accessible outdoor space. People were involved in decisions about the environment.

Staff demonstrated outstanding care and kindness and demonstrated a passion for enabling people to be the very best they could be. A culture of inclusiveness was embedded in the care provided and staff respected people's individuality. People were involved in decisions about their care and had their dignity, privacy and independence respected.

People were supported to maintain friendships and enjoy past interests and hobbies. People's relatives and the local community were an integral part of the home. Staff were passionate about enabling people to

achieve their dreams and imaginative in making important events happen.

People received outstanding end of life care that provided thoughtful, kind, professional support to both the person and their loved ones.

The home was exceptionally well led with a culture that was positive, inclusive, enabling and achieved high standards of care for people. Management initiatives motivated staff and created a 'can do' culture.

Diversity was celebrated and ensured an inclusive approach to engaging with people and developing the service. Management collaboration with other agencies maximised opportunities for people to receive outstanding care. Outstanding practice had been shared within the organisation nationally.