Addison Park

People looked happy and comfortable with staff supporting them. Staff were caring and spent time chatting with people as they moved around the service. Relatives told us, "They do a brilliant job here with (Person's name). She is being incredibly well looked after. The lovely lady who does the activities has done her nails again its really lovely" and "They are all very kind, I have no problems at all, other than it is such a long way for me to travel to see him. The staff keep me well informed. I am happy with the care they are receiving, I cannot complain about anything at all"

The building was clean, odour free and there were appropriate procedures to ensure any infection control risks were minimised.

Cleaning and infection control procedures had been updated in line with COVID-19 guidance to help protect people, visitors and staff from the risk of infection. Suitable visiting arrangements were in place for families to visit as per current government guidance.

People received their medicines safely and on time. Medicines were safely stored and managed.

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.

People were supported by staff who had the knowledge and skills to meet peoples needs. Staff were recruited safely in sufficient numbers to ensure people's needs were met. There was time for people to have social interaction and there was a designated activities staff member to assist people. Staff knew how to keep people safe from harm.

Staff received appropriate training and support to enable them to carry out their role safely. However, recorded one to one supervision had not taken place, in accordance with the service policy, due to the challenges of the Covid-19 pandemic. We have made a recommendation about this in the effective section

of this report.

The environment was safe, with upgrades and redecoration taking place in an ongoing programme throughout the service. People had access to equipment where needed. There was an effective and well organised management system in place for the monitoring of all equipment and services in use at Addison Park.

People were supported to access healthcare services, staff recognised changes in people's health, and sought professional advice appropriately.

Records of people's care were individualised and reflected each person's needs and preferences. Risks were identified, and staff had guidance to help them support people to reduce the risk of avoidable harm. People's communication needs were identified, and where they wanted, people had end of life wishes explored and recorded.

People were involved in making their own meal choices and staff encouraged them to eat a well-balanced diet and make healthy eating choices. Special diets were catered for.

People were supported by a service that was well managed. Records were accessible and up to date. The management and staff knew people well and worked together to help ensure people received a good service.

Staff told us the manager, deputy and the provider of the service were available and assisted them whenever required. They went onto say how they were approachable and listened when any concerns or ideas were raised. One staff member said; "It has been a little difficult with so many changes in managers over recent times. Since this manager and the deputy have been here, they have been very supportive. We can get help whenever we need to."

People and their families were provided with information about how to make a complaint and details of the complaint's procedure were provided to people and their families.