York Road

The administration of medicines was managed in a safe way. There were policies and procedures in place for staff to follow and staff told us they found them helpful in ensuring people received their medicines safely.

The service was following safe infection prevention and control procedures to keep people safe.

People were assisted to become more independent with their menu planning and budgeting so as to enable them to eat more healthily. They were helped with developing their meal preparation skills.

The service was flexible and adapted to people's changing needs and wishes and promoted their independence. Care was person centred and risk assessments were in place.

People's diversity and their unique individual needs were well-respected by staff. The staff team knew people well and were able to provide appropriate support.

People received personalised care and support according to their needs and wishes.

Staffing levels were good and appropriate to ensure people's needs were met in a safe, timely and consistent way.

Staff were supported and encouraged to continue their professional development so they could progress their knowledge and skill base and provide the best outcomes for people. Staff received a wide range of training that covered the essential areas of their work although they told us this could be widened to include more specialist training. Staff received one to one supervision and support on a regular basis.

People's health care needs were being met and they had access to healthcare services where needed.

Staff were kind and caring, they respected and valued people using the service.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies, procedures and systems in the service were all focused on achieving these outcomes.

People's privacy was respected and people were supported to maintain contact with those people who were important to them.

York Road was well led. The provider's ethos and values put people at the heart of the service. This vision was driven by the registered manager and by the staff team who were empowered to contribute fully to support a person-centred model of effective care. This helped people using the service, with complex needs, to achieve their hopes and aspirations for more independent living.

There was an effective complaints policy and procedure in place that the registered manager reviewed in order to ensure where necessary improvements were made.

There was clear evidence of collaborative working and good communication with other professionals in health and social care as well as in the community and education sectors. The provider built effective relationships with the community and with health and social care professionals so that people using the service would benefit.

There was a comprehensive and effective governance system in place. People and staff were confident about approaching the registered manager if they needed to. They recognised that their views and feedback were valued. Feedback was used to support quality service developments.