West Hall

People's experience of using this service: People told us they lived in a service where staff were exceptionally caring and kind. We observed staff displaying a strong, visible person-centred culture enabling people to express their views and making people feel they were really cared for and mattered. Staff were highly motivated to offer care that was kind.

People who were at the end of their life and their families received outstanding end of life care from a staff team who was understanding and had distinctive skills.

People were cared for by staff who had superior skills in being able to recognise people's needs in relation to their well-being and social happiness. This resulted in people having an enhanced sense of wellbeing and great quality of life. People's care was planned proactively with them and staff were flexible and responsive to people's individual care needs.

Staff took a key role in the local community and engaged with services outside of the service. Networks with external agencies was encouraged and met people's individual wishes to achieve things they had always wanted to do. This practice had been sustained since our last inspection.

People told us they felt safe living at West Hall. People received the medicines they needed in order to maintain good health and any risks that had been identified for them had been responded to.

People said they did not have to wait to be assisted as there were sufficient staff on duty. They told us they enjoyed the food and the choices they had and were supported to live healthy lifestyles as they had access to health care professionals when needed. People lived in an environment that was adapted to suit their needs and was extremely clean.

The registered manager strove to provide an excellent service to people and the vision and values were person-centred to make sure people were at the heart of the service. They had sustained the level of good practice within the service and had continued so support staff and lead by example. This had all helped to ensure people received the best care possible.