Elmdene

There was no registered manager in post. The provider was in the process of registering to become the registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Staff employed at the service had undergone thorough checks to ensure they were fit to work with people. Staff and the provider were committed to protecting people from abuse. Staff were trained in safeguarding people from abuse and demonstrated that they understood the signs of abuse and how to report any concerns in line with the provider's procedures. There were sufficient numbers of staff to support people at the service. Risks were assessed and management plans were developed to mitigate any risks identified. Staff followed risk management plans for people.

People's needs were assessed with involvement of relevant professionals where required to ensure their needs were met. Support plans focused on meeting people's individual needs and goals. People were supported to learn new skills, develop their interest, become independent; and move-on to independent living. People were supported to do the things they enjoyed and gain meaningful and paid occupation. Regular reviews took place to ensure support delivered to people continued to meet their needs.

People's medicines were managed and stored in a safe way. Health and safety of the environment was maintained. Staff followed good infection control procedures. Staff reported incidents. The provider reviewed and took actions to prevent them from happening again. Lessons were shared with staff.

Staff were trained, supervised and had the skills and knowledge to meet people's needs. People's nutritional and dietary needs were met. People were encouraged to cook for themselves. Staff worked effectively with health and social care professionals to attain positive outcomes for people. People had access to healthcare services to maintain good health. The service had systems in place to enable smooth transition when people moved between services. There were suitable facilities and adaptations available for people to use.

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. Staff understood their responsibility under the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards. People knew how to make a complaint if they were unhappy with the service. The provider investigated complaints in line with their procedure.

Staff understood people's needs and treated them with respect, kindness and dignity. Staff supported people to express their views and people were involved in planning their care and support. People were supported to maintain their religious and cultural values.

Staff received the support, direction and leadership they needed. There were systems in place to monitor and assess the quality of service provided. The service worked in partnership with external organisations to develop and improve the service.

The five questions we ask about services and what we found