Francis House

The provider was meeting key principles for infection prevention, control and cleanliness at the service, including for COVID-19. Environmental and equipment safety was ensured.

The provider's safeguarding, emergency contingency planning and staffing measures, helped to ensure people's safety and protect them against the risk of harm or abuse.

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.

The provider operated effective governance arrangements, to ensure the quality and safety of people's care and timely, sustained improvements when needed.

The service was well managed. The registered manager and staff understood their individual role and responsibilities for people's care. Regulatory requirements were being met. Staff management measures, communication, reporting and record keeping procedures for people's care, helped to ensure this.

There was an open, positive and inclusive culture at the service, where people and others who were important to them, felt they mattered. Staff were highly motivated and effectively supported, to provide people's care in the right way.

The provider worked in partnership with people, relevant authorities, care partners and others with an interest in people's care at the service, to help achieve good care outcomes. Feedback from all parties, was used to help inform or improve people's care, when needed.