Rawcliffe Manor

People's needs were appropriately assessed, and these assessments were kept up to date. Staff had the right skills and experience to carry out their roles, and staff were well supported. People were supported to eat and drink enough to maintain a balanced diet. People were supported to access healthcare services. The design of the service met people's needs, and there were lots of different pleasant spaces for people to use.

The service was working within the principles of the Mental Capacity Act. 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 treated with kindness and respect. People and relatives told us they liked the staff, who were described as helpful, reassuring and kind. People were supported to express their views and be involved in decisions about their care. Staff had time to chat with people, to learn their likes, dislikes and preferences. People were supported to maintain their independence wherever possible, and staff were respectful of people's privacy.

People received person-centred care and staff knew people's needs well. Staff were knowledgeable about each person's individual communication needs and how best to support them. People were supported to follow their interests and take part in activities that were relevant to them. Staff were passionate about offering varied activities and improving people's quality of life. The provider dealt with complaints and concerns appropriately.

The service was well-led with person-centred visions and values. There was a positive culture and a warm and welcoming atmosphere. There were clear, robust, and effective quality assurance processes in place. Regular and comprehensive audits were carried out. The provider understood their legal and regulatory requirements. People, relatives and staff were all engaged and involved in the service. People felt listened to

and staff felt supported. The provider was committed to continuous learning and improving care.