Neem Tree Care Limited

The last rating for this service was good (published 11 June 2019). The rating has remained good.

People received safe care. However, some records around risk management and monitoring needed to improve. We discussed this with the management team who addressed this.

There were enough staff at the service, although a small number of people told us there were times when they had to wait for care. We discussed this with the management team who investigated these instances. They reviewed staff deployment and met with staff to ensure they were meeting people’s needs in a timely way. They also increased management oversight and supervision.

Staff received a range of training and supervision which helped equip them for their roles and responsibilities.

There were systems to reflect and learn from things that went wrong. People and staff knew how to speak up and felt confident raising concerns with managers. The provider was responsive to these and used feedback to help improve the service.

Staff assessed and planned for people’s needs. They involved people using the service, their relatives and external professionals. People received good quality person-centred care which met their needs. Staff worked closely with healthcare teams to ensure people received joined up care.

People were treated with kindness. They were able to make decisions about their care and were encouraged to make choices.

There were 2 units dedicated to providing support to people from Asian communities, with culturally appropriate activities, a separate kitchen where only vegetarian food was prepared and a prayer room. There was 1 unit for people from a range of backgrounds and cultures. Staff supported everyone to celebrate their culture and religion. People were treated as individuals and were able to make choices about a range of different activities and events.

People had information about the service and were able to share their views.

There were effective systems for monitoring and improving the quality of the service. There were 2 registered managers who were experienced and had qualifications in care management. Both registered managers were nurses and worked alongside the staff to ensure people received the right care and support. People using the service, relatives and staff felt the service was well managed.