Jenny's House

People's care, environment and related equipment needs were met. Staff supported people to maintain or improve their health and nutrition as agreed with them and any external health professionals involved in their care. People were supported to have maximum control of their lives and staff supported them in the

least restrictive way possible. The provider's related policies and systems supported this practice.

Staff were effectively trained and supported to provide people's care. Relevant information sharing for people's care was standardised; to help ensure they received timely, consistent care as agreed with them, including when they needed to move between services.

People received care from kind, caring staff who ensured their dignity, equality and rights in their care. Staff knew people well; how to communicate with them and understood what was important to people. People were informed, involved as able, and supported to understand, agree and make ongoing decisions about their care.

People received timely, personalised care that was tailored to their individual needs and wishes. This was provided in a way which helped to optimise people's independence, inclusion and engagement in home life; with their friends and family and local community as they chose.

People and their relatives were informed and confident to make a complaint or raise any concerns about the service, if they needed to. People's views and feedback were regularly sought. Findings from complaints and feedback were used to help inform and ensure any service improvements needed.

Management and staff understood their role and responsibilities for people's care. There were effective arrangements for communication, record keeping and information handling at the service, along with relevant engagement and partnership working for people's care and safety.