West View Integrated Care Centre

People's needs were assessed prior to using the service. They were supported to have the food and drink they enjoyed in a way that helped them stay healthy. Staff worked closely with other professionals to support people's health. Effective systems were in place to support people when moving in and out of the service. 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 told us they felt safe at the service. Staff understood their role in safeguarding people from abuse. Risks to people had been assessed and plans to minimise risks were updated throughout their stay. People's medicines were managed safely and by trained competent staff. Staff understood the need for infection control and the service was clean and free of odours.

People received person centred care based on their needs and preferences. Care plans reflected the care given and contained details about the person's life history. People were supported to take part in a range of activities and could have visitors at any time. People's care plans contained details of their end of life wishes. People were asked for their views on the service via surveys and resident's meetings.

People and staff told us the management team were approachable and open to suggestions. There were enough staff to meet people's needs and they were recruited safely. Complaints were dealt with in line with the providers procedure and used as a tool to drive improvement. Audits were completed and accidents and incidents reviewed. Shortfalls were identified and action was taken to resolve. Learning was shared with staff and when relevant people and their loved ones.