Millcroft

People told us that staff had the skills to support them. One person said, "They try to do everything they can for us. I think it's a difficult job." Staff received the training and support they needed. 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's needs were assessed comprehensively and considered people's diverse needs and their preferences. People were supported to have enough to eat and drink and to access health care support when needed.

People told us that staff were kind and caring towards them. One person said, "I'm so happy here, comfortable. They look after me very well." Good interactions were seen throughout the inspection. Peoples dignity and privacy was respected. One relative said, "Staff are all polite. Very respectful of mum's privacy and they will always knock." People were encouraged to be as independent as possible. One relative said, "They encourage her to do things herself, but she does need some support."

Care was provided in a person-centred way. People were supported to maintain contact with people who were important to them. Staff were responsive to people's needs and ensured that people's information and communication needs were met. People were encouraged to access activities and to maintain their interests. People were confident that any complaints would be addressed. Staff supported people to plan for end of life care and respected their wishes.

The registered manager was well regarded. They had a clear vision for the service which was understood by the staff and embedded within their practice. There were effective quality assurance systems in place that were used to drive service improvements. People, their relatives and staff were asked for their feedback about the service and meetings were held regularly.