Elm

People's experience of using this service: People continued to receive safe care. Staff understood safeguarding procedures to follow to report abuse and incidents of concern. Risk assessments were in place to manage risks to people, while also promoting their independence.

Staff recruitment procedures ensured that appropriate pre-employment checks were completed. Staffing numbers matched the level of people's assessed needs within the service during our inspection.

Staff training was provided to ensure they had the skills, knowledge and support needed to perform their roles. Specialist training was provided to make sure that people's needs were safely met and they were supported effectively.

Staff were well supported by the manager and management team. Staff we spoke with were positive about the senior staff and management in place, confirming staff had regular supervision meetings.

People's consent was gained before any care was provided. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Staff continued to treat people with kindness, dignity and respect and spent time getting to know them. Care plans reflected people's likes and dislikes and staff spoke with people in a friendly and respectful manner.

People were involved in the planning and development of their care plans and were able to contribute to the way they were supported. People and their family were involved in reviewing their support and making any necessary changes.

A process was in place which ensured people could raise any complaints or concerns. Concerns were acted upon promptly and lessons were learnt, following open communication.

The service continued to be well managed. The provider had systems in place to monitor the quality of the service. Actions were taken and improvements were made when required.