Viola House

Right care: People received kind and compassionate care. Staff protected and respected people's privacy and dignity. They understood and responded to their individual needs. People who had individual ways of communicating, using body language, sounds, pictures and symbols could interact comfortably with staff and others involved in their treatment because staff had the necessary skills to understand them. The service had enough appropriately skilled staff to meet people's needs and keep them safe.

Right culture: People received good care and support because trained staff and specialists could meet their needs and wishes. Staff knew and understood people well. People and those important to them, including families, were involved in planning their care. Staff understood how to protect people from poor care and abuse. The service worked well with other agencies to do so. Staff had training on how to recognise and report abuse and they knew how to apply it.

People's relatives told us the provider had worked hard to improve care and support for people using the service. The new registered manager has a positive impact and was described in complimentary terms by staff and families.

People lived safely and free from unwarranted restrictions because the provider assessed, monitored, and managed safety well. The assessments provided information about how to support people to ensure risks were reduced but did not limit people's right to take reasonable risks.

The service had enough staff. Pre-employment checks had been carried out. These checks helped to ensure only suitable applicants were offered work with people.

People received their medicines safely. They were supported by staff who followed systems and processes to administer, record and store medicines safely. We observed from records people received their medicines on time.

People were protected from the risks associated with poor infection control because the service used effective infection, prevention and control measures to keep people, staff and visitors were safe.

People's health needs were met. The care files we looked at included details of health action plans and management of day-to-day healthcare needs.

There was a process in place to report, monitor and learn from accidents and incidents.

Governance processes were effective and helped to assess, monitor, and check the quality of the service provided to people. Audits had been carried out on a range of areas critical to the delivery of care.