SeeAbility - Applewood Residential Home

People lived safely and were protected from avoidable harm. Staff and leaders were able to identify situations that amounted to safeguarding and staff were confident to use the whistleblowing process if needed. Risks were managed well. Some risk assessment reviews were overdue but this was being addressed by the managers and there was no risk to people. Staff knew people well and were able to identify changes in behaviours and presentation that meant that people were feeling anxious, upset or concerned about something. Risk assessments provided detail of triggers and steps to take to support people when required. Lessons were learned when things went wrong, an example of this was the overhaul of the process for administering and recording medicines. Medicines were administered and recorded safely and in line with service policies. Staff were recruited safely and were supported through a robust induction process and with ongoing supervision and appraisal meetings. There were enough staff to support people safely. Ongoing training made sure that staff had the skills needed to support people.

People had the best possible outcomes because their needs were assessed, staff understood their support needs. Their care, support and treatment reflected these needs and any protected equality characteristics. The service worked in harmony with people at the centre of their care. People were enabled and encouraged to make their own choices. People were supported to live independently. People were supported within the service and within the community to achieve their goals and aspirations.

People were treated with kindness, empathy and compassion. Their privacy and dignity was respected. Every effort was made to take their wishes into account and respect their choices, to achieve the best possible outcomes for them. This included supporting people to live as independently as possible and to maintain important relationships.

People were able to access care in ways that met their personal circumstances and protected equality characteristics, when they needed it. People’s preferences and choices were respected. People's communication needs were known and understood by staff.

There was an inclusive and positive culture of continuous learning and improvement. This was based on meeting the needs of people who use services. Leaders proactively supported staff and collaborated with partners to deliver care that was safe and person-centred. There were effective governance and management systems in place. Information about risks, performance and outcomes was used effectively to improve care.