Haydon-Mayer

Medicines were not managed safely. The guidance for staff about when to give 'when required' medicines was not accurate or person centred, placing people at risk of not receiving their medicine when they needed it.

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. However, documents assessing people's capacity had not been completed accurately, staff did not have full understanding of fluctuating capacity. This did not impact on people's daily lives.

Checks and audits had been completed, but these had not identified the shortfalls found at this inspection.

There was a system in place to protect people from discrimination and abuse. Staff were recruited safely and there were enough staff to meet people's needs. People received care and support in line with their choices and preferences. People's wishes for their end of life care had been discussed and recorded.

Accidents and incidents had been recorded and analysed for any patterns and trends, action had been taken to mitigate the risk of them happening again. Relatives told us the registered managers were open and transparent when things had gone wrong.

People and relatives told us they knew how to complain and were confident the registered managers would deal with their concerns appropriately. When complaints had been made, these had been recorded and investigated following the provider's policy.

People, relatives and staff had been asked their opinions on the service and any suggestions they may have for improvements, these suggestions had been acted on.