Owlett Hall

People's care records reflected choices and decisions they made around their care. Staff knew people's needs well. Staff knew how to promote people's independence. Relatives felt staff engaged well with their loved ones. People's dignity and privacy was respected. People's care was regularly reviewed. People's communication needs had been assessed and information was included in care plans. Relatives were positive about the activities people were doing at the service. The service offered a varied choice of activities.

The provider had a clear complaints procedure in place. People and relatives said they could raise concerns with the unit manager or the registered manager. We observed positive interactions with staff and people during our inspection. Effective quality assurance processes had been implemented and as these were being completed, actions were identified and addressed in a timely manner. Relatives and staff spoke positively about the registered manager.

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.