Florence House

There were however other systems in place to measure and monitor the quality and safety of the service and other audits had been completed regularly. There was a clear staff structure in place and staff understood their roles and responsibilities. Staff felt valued by the management team and told us Florence House was a good place to work.

Since the last inspection, risk management had improved, and people had risk assessments in place. Staff understood how to recognise and respond to concerns of abuse and supported people to keep safe. There were enough staff to support people and there was an on-going recruitment drive. Medicines were managed in a safe way. There were effective infection prevention control measures in place. The management had improved systems and practices, demonstrating they were able to learn lessons when things went wrong and improve care for people living at Florence House.

People had their needs assessed and planned for and were supported by staff who were suitably trained to meet people's needs. 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. Staff worked alongside other agencies and professionals to ensure people had access to healthcare as required. People had their dietary needs met.

Staff supported people in a dignified way and upheld people's privacy. People were supported to remain as independent as possible.

People's likes and dislikes were considered, and activities were tailored to people's preferences. There was a complaints process in place and people and their relatives knew how to make a complaint. People were supported at the end of their life.