Potensial Limited - 23 Elm Road

Family members were confident their relatives were safe and well looked after by staff at the service. Staff showed a good understanding of their roles and responsibilities of keeping people safe from harm. Risks to people had been assessed and those identified were managed safely by competent staff. Where people required support with medication this was managed safely and in line with best practice guidance.

People's individual needs had been holistically assessed and plans of care provided clear guidance for staff to support people to achieve effective outcomes. People had regular access to health and social care professionals to ensure their needs were met and staff followed guidance where appropriate. Staff supported and encouraged people to participate in the shopping for food and the planning and preparation of meals to help develop independence.

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.

Consent for care was not always obtained in line with the principles of the Mental Capacity Act 2005 (MCA). Where people lacked the capacity to make complex decisions about their care and support, consent had been obtained from people not legally authorised to do so.

We made a recommendation regarding this.

Family members spoke positively about the caring approach of the staff team and how well they knew their relative's needs. Positive relationships had been developed between staff and people using the service. Staff were observed to be kind, caring and respectful towards people and it was clear positive relationships had been developed.

Staff were motivated to deliver care and support that was person-centred and based on people's needs and preferences. People were supported to access a range of social activities that were based on their interests

and goals. Activities were used as a way to help develop independence, skills and healthy living. Staff supported and encouraged people to maintain relationships with those close to them.

The leadership of the service promoted person-centred care and a positive culture within the staff team. Positive comments had been received by family members, staff and external organisations regarding the registered manager and the running of the service. Effective quality assurance systems supported with the continuous learning and development of the service.