The Arc

Staff were knowledgeable about how to use PPE and how to prevent and control infection and followed national and local guidance. The infection prevention and control policy was up to date. The building was clean and hygienic, so the risk of infection outbreaks was reduced and managed. They were knowledgeable about infection and from the start of the pandemic, the service had been supporting people who were COVID-19 positive. The building was maintained and equipment serviced as required to make sure this was safe and in working order.

Care records were personalised, and it was clear they had been planned and agreed with the individual. We saw examples of person focused discussions. The provider had a complaints policy. People knew how to complain and said any concerns were dealt with promptly and to their satisfaction. Staff had assessed and knew people's specific communication needs. The service did not support people needing end of life care.

We received positive feedback from people supported and staff about the leadership and management at The ARC. People told us they felt involved in how their care was provided and understood the restrictions in The ARC related to the COVID-19 pandemic. Staff felt well supported. The manager and senior team monitored and audited the service to make sure the quality of care was good. They understood and acted on legal obligations, including conditions of CQC registration and those of other organisations. They worked in partnership with other services and organisations to keep people safe and improve their well-being.