Maplehurst

During our assessment of this key question, we found people’s support needs were assessed prior to them living in the home. People were kept safe, and staff understood their responsibilities to safeguard people from abuse. Incidents and accidents were managed safely with monthly analysis carried out to determine trends and themes. Risks were assessed and control measures put in place to keep people safe. Staff and managers told us they adopted a positive risk-taking approach when supporting people to manage risks linked to their care. The home was clean, and safety requirements were completed via environmental checks. People provided mixed feedback on staffing, and we informed the manager of these concerns. Appropriate staffing levels and skill mix was in place, and we observed staff to be visible and attentive to people’s needs throughout the day. Medicines were managed safely, and people were supported to independently administer their medicines when safe to do so.

During our assessment of this key question, we found people’s needs were assessed in depth prior to their admission. Risk was continually monitored, assessed and care plans were comprehensive and detailed. Staff worked collaboratively with people using the service through regular meetings. People told us they were supported to go out and develop new skills. Communication worked well within the service and staff worked well with external partners to ensure people's needs were met. Consent was sought from people and there were policies and procedures in place when people lacked capacity to give consent.

During our assessment of this key question, we found staff were kind and caring. Staff encouraged people to live independently and people’s preferences and diverse needs, such as their physical needs and their passions were considered, and staff worked with them to achieve their goals. Staff were well supported by the management team. Staff responded quickly when people needed support. Staff showed kindness and patience when listening to people's views.

During our assessment of this key question, we found people received person centred care and staff worked with them to ensure their presences and needs were met. Relevant information was shared with health care professionals to ensure their care was joined up and everyone was well informed. People were supported by staff to plan ahead for changes in their life that could be anticipated and make plans for the future. There was a complaints procedure in place which people knew how to follow and any issues raised were investigated.

During our assessment of this key question, we found systems and processes were in place to ensure good oversight of the service. Meetings were held on a regular basis to ensure people were kept informed of changes. People, relatives and staff were encouraged to speak up and lessons were learnt from incidents and accidents. Effective quality assurance processes were in place, and managers were clear about their responsibilities. During this inspection, we found the service worked well with other professionals to meet the needs of people. Staff told us they felt supported by the management team and were knowledgeable about peoples needs.