Qualities Services Ltd

One person with epilepsy did not have a detailed enough risk management plan to ensure staff knew how to keep them safe when they experienced seizures. However, the service managed other risks appropriately and promoted people's independence by finding safe ways of enabling people to do potentially risky tasks for themselves. The premises were suitably adapted for the people living there and the home was clean and safe to use. Medicines were managed safely.

There were enough suitable staff to care for people safely, and staff received appropriate training and support.

People had a choice of suitable food and drink and received support to eat and drink enough to remain healthy. Staff consulted with other services, including specialist providers, to ensure people's healthcare and other needs were met.

People were supported to have choice in their daily lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. Staff gained people's consent before providing care to them or, if people did not have capacity to consent, took appropriate steps to ensure care they received was in their best interests.

Staff were caring and respectful. They took the time to get to know people and their individual communication and emotional support needs. Staff respected people's religious and cultural needs and supported them to spend time with their families and other people who were important to them. They promoted people's privacy and dignity.

People had person-centred care plans that provided detailed information to staff about their needs, preferences, cultural backgrounds, interests, strengths and needs. People had opportunities to engage in a variety of suitable activities both at home and out in the community, including household tasks, games, hobbies and leisure activities. Staff supported people to go on holidays and day trips.

There was an appropriate complaints procedure in place. The service had not received any complaints but the registered manager used written compliments as part of monitoring the quality of the service and keeping staff motivated.

Staff, people and relatives described the registered manager as open and approachable. The manager continuously monitored the quality of the service through checks and observations, communicating any required improvements to staff and responding quickly to any concerns.