Peacock Hay

People's experience of using this service: People were supported by safely recruited staff who had the skills and knowledge to provide support in line with their needs. People were supported safely by staff to manage their risks, whilst promoting their independence. People were supported in a clean environment and their medicines were managed safely.

Effective care planning was in place which guided staff to provide support that met people's diverse needs and in line with their preferences. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Staff were kind and caring towards people and promoted choices in a way that people understood. People's right to privacy was upheld. People were supported to maintain their independence and encouraged to learn new skills.

People were involved in interests and hobbies that met their preferences. People and their relatives were involved in the planning and review of their care, which meant people were supported in line with their preferences. There was an effective complaints system in place.

Systems were in place to monitor the service, which ensured that people's risks were mitigated, and lessons were learnt when things went wrong. People, relatives and staff could approach the manager who acted on concerns raised to make improvements to people's care. Staff and the manager worked with other agencies to ensure people's health and wellbeing was maintained.

The service met the characteristics of Good in all areas; for more details, please see the full report which is on the CQC website at www.cqc.org.uk