Melbury House

People were not always 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 did not always support this practice.

Improvements were needed to some systems including to people's care records to ensure more person- centred care was provided. We discussed with the management team, care plans should be more person- centred detailing how staff were to provide care in the way the person wanted and needed support to be provided.

We have made a recommendation about ensuring systems are in place to provide choice and promote people's involvement in their daily living requirements, whatever the level of need.

Medicines were managed safely. Medicines records required more information for the use of 'when required' medicines.

We have made a recommendation about protocols being available for the use of 'when required' medicines.

There was a welcoming and cheerful atmosphere in the service. A person told us, "It's just like being at home. We all get along with each other."

Risks were assessed and mitigated to keep people safe. Staff recruitment was carried out safely and effectively.

People and relatives were complimentary about the care provided by staff. They trusted the staff who supported them. They said staff were kind, caring and supportive of people and their families. A person told us, "I love it here. I love everything about it, I couldn't ask to be better looked after."

Staff were following safe infection prevention and control procedures to keep people safe. Staffing capacity was sufficient and staff deployment was effective to ensure people's needs were met in a safe, timely way. A person told us, "There are lots of staff always buzzing around."

There was evidence of collaborative working and communication with other professionals to help meet people's needs. A visiting professional commented, "Staff are very responsive, they always follow our advice, any referrals are made without delay."

Staff spoke very positively about working at the home and the people they cared for. They said communication was effective to ensure they were kept up-to-date about any changes in people's care and support needs.

A quality assurance system was in place to check the quality of service provision. A person told us, "I think it's run very well. They [staff] do what they say they are going to do. This is the best one I've been in, I've been lucky."