Terrance House

Not everyone who used these services received personal care. CQC only inspects where people receive personal care. This is tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of inspection 32 people in Terrance House and two people in the supported living needed staff support with their personal care.

People were supported by staff who had been recruited safely. Staff received training necessary to give them the skills and knowledge to understand and support people with long term mental health conditions. People and staff told us that there were enough staff to be available to people when they needed support. The atmosphere was relaxed, and staff were able to spend time to sit and talk with people. Staff were mindful of how vulnerable people in Terrance house and the supported living service were, they understood how to protect people from the risks of abuse, discrimination and avoidable harm from others. Medicines were managed safely. Staff ensured people received their medicines regularly and on time to help maintain a stable mental health.

People told us that staff supported them with their health needs and helped them to access appointments. Staff monitored people's health and sought advice from health professionals as needed. Care plans were personalised to reflect people's specific needs and preferences, and these were kept updated when changes occurred. People were given a choice of meals and told us that they enjoyed these, there were opportunities for them to get regular drinks.

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 were treated with understanding and compassion. People told us that they able to express their concerns to preferred staff and that resident meetings were held at regular intervals. People told us they felt listened to. People had keys to their bedrooms and staff provided support for personal care discreetly to

protect people's privacy and dignity. Levels of motivation varied but where people showed interest staff supported them to develop skills and independence and a programme of activities was provided to aid stimulation and reduce isolation. People had access to all communal areas of the service and could go into the garden which included a smoking shelter which was important to people.

People and staff confidentiality were maintained. People were given important information in a format that suited them best, such as in larger print, pictorial or in a verbal form.

The registered manager promoted an open and inclusive culture where everyone was valued for their contribution There were systems and procedures in place to monitor service quality. People, relatives and professionals were invited to give feedback about the service which was used to inform future service development.