Priestley

People's experience of using this service: Safe recruitment processes were followed, although one recruitment file did not state why an applicant's reference had changed. There were sufficient numbers of suitably qualified staff to provide care who received ongoing support and training.

People said meals were not always being served hot. This was identified in the satisfaction survey and the registered manager had taken action. We have asked them to monitor this. People were supported to maintain a healthy and balanced diet and they had enough to drink.

People felt safe living at this home. They were supported by staff who received training and were able to identify and respond appropriately to abuse. Risks to people were assessed, monitored and reviewed.

Safe systems were used to support the management of medication. Staff had regular training and competency checks were carried out. People received prompt support from staff to access healthcare services.

Care plans were person-centred and provided relevant information for staff. We observed staff were kind and compassionate in their interactions and they knew people's needs and their preferences. Privacy and dignity was always respected.

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. When people were unable to make their own decisions about their care and support, the principles of the Mental Capacity Act (2005) were followed.

Feedback was invited through satisfaction surveys, meetings with people and relatives as well as the complaints process. These were discussed with staff which helped to promote continuous improvement. A regular system of audits was found to be effective. The registered manager provided strong examples of where they had developed relationships with partners in the local community. People and relatives provided positive feedback about the registered manager.