Hargrave House

People's experience of using this service:

People and their relatives were complimentary about the care provided at Hargrave House. People received effective care from staff who understood how to recognise and report issues of concern. Staff were recruited safely and there were enough staff to meet people's needs. Risk assessments were in place to keep people safe which also promoted people's choice and independence. People's medicines were managed safely. Incidents and accidents were investigated, and actions taken to prevent any recurrence. The environment was clean, comfortable and safe.

People's needs were assessed prior to them moving into the service to help ensure they were cared for and supported effectively. Staff received relevant training, support and supervision to enable them to carry out their roles and responsibilities. People were provided with a nutritious and varied diet. Staff worked well with external professionals to promote people's health and wellbeing. End of life planning required further development. We made a recommendation that the service consults a reputable source to further develop end of life planning.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

The culture of the service was caring and person-centred. Staff were kind and passionate and supported people with dignity and respect. Positive relationships had been formed between staff and people using the service.

People were supported by competent staff who knew them well and supported them according to their needs and preferences. People were involved in how the service was run and encouraged to be as independent as possible. They had the choice to participate in activities which promoted a good quality of life.

The registered manager was visible and approachable. Staff had a clear understanding of their roles and responsibilities. Audits were completed and there were effective quality assurance systems in place to drive continuous improvement.