Oaklands

Some areas of the home environment required attention. For example, the kitchen tiles were greasy, as they had not been accessible by staff.

Staff told us they had received training in a range of areas to support them in their roles. Recruitment procedures ensured prospective staff were suitable to care for people receiving personal care in their own homes. Staff were aware of how to reduce the risk of infection.

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 Oaklands. Staff understood their responsibility to safeguard people from harm and knew how to report concerns.

Care records provided information in relation to people's backgrounds, interests and the support they required.

People were supported to maintain relationships with people important to them. Staff were caring in their approach and had good relationships with people. Staff treated people with respect and their dignity and privacy was respected.

Promoting independence was a part of the ethos of the service and people were supported by staff to maintain their independence.

People were supported to maintain their health and well-being and had access to healthcare professionals such as GP's when required. People were supported to eat and drink enough to maintain a balanced diet. Refreshments were available to people throughout the day

People and their representatives were involved in their care to enable them to receive support in their preferred way. People were supported to take part in activities and were supported to access local community facilities to enhance their well-being.

The provider's complaints policy and procedure was accessible to people who used the service and their representatives. People knew how to make a complaint.

Systems were in place monitor the quality of the service to enable the registered manager to drive improvement. Lessons were learnt when things went wrong. Relatives and staff felt they could approach the registered manager if they had any concerns.