Buckingham House

People had the best possible outcomes because their needs were assessed, and plans were in place to ensure their care was effective. The support people received from staff reflected their needs and any protected equality characteristics. Leaders instilled a culture of improvement, where understanding current outcomes and exploring best practice was part of everyday work. There was a new manager in post at the time of our assessment. They were getting to know people and worked with the staff team to review how care was being delivered to ensure it was effective.

People were treated with kindness, empathy and compassion by staff who knew them well. Their privacy and dignity were respected, their wishes were considered and their choices respected, to achieve the best possible outcomes for them. Staff supported people to live as independently as possible.

People told us they felt at the centre of how their care was planned and delivered. The processes in place promoted equality to ensure people were not discriminated against. Care plans and risk assessments contained detailed guidance for staff to enable them to respond in a positive way which protected people’s rights and dignity.

People were supported to access external health and social care services, where required. People, those who supported them, and staff had access to information, advice where appropriate. The provider worked with external agencies to ensure sure that the care provided met the diverse needs of the people living at the home. People were encouraged to give feedback, which was acted on and used to deliver improvements.

There had been clear improvements in the care provision for people, and the staff group were supported and trained to carry out their roles. Although the home had been without a registered manager since October 2023, a new manager was now in post, but is yet to register with CQC. Time was needed to stabilise and establish the management team long term.

The provider’s governance systems were effective, and the provider had worked through an action plan to address the concerns we found at our last inspection. The leaders of the service were visible, and staff told us they felt supported. We received positive feedback from professionals that leaders of the service built good relationships with professionals and people who used the service.

Whilst there had been significant work undertaken to improve the service, there were some aspects that still required attention. The systems that were now in place had a positive impact for people and the staff group. However, further time was needed to embed and sustain these systems.