St Thomas Complex

Staff had received safeguarding training and were clear on how and when to raise their concerns. Where appropriate, actions were taken to keep people safe. Staff contacted health professionals when people's health needs changed.

Staff followed effective processes to assess and provide the support people needed to take their medicines safely. We have made a recommendation about protocols for the use of 'when required' medicines, where prescribed.

People and relatives were very 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. Their comments included, "I can't recommend the place enough, I was rock bottom before [Name] came in, it is a God send", and "Staff are lovely, they are so lovely and friendly. They have time to talk with me."

Staff followed good infection control practices. A programme of refurbishment was taking place around the home.

Records provided guidance to ensure people received safe, person-centred care and support from all staff members. 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.

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.

A quality assurance system was in place, to assess the standards of care in the service. We have made a recommendation regarding the external governance of the service.