Sheldon House

People's experience of using this service and what we found: There was a strong, visible person-centred culture. The service ensured that staff in all roles were highly motivated and offered care and support that was exceptionally compassionate and kind. All the people and staff we spoke with gave us positive feedback about the caring nature of the service, quality of the staff and thoughtful support they received. Care records showed people had been supported to be actively involved in all aspects of their care planning and their own risk management.

Respect for privacy and dignity was at the heart of the service's culture and values. We saw that was fully embedded in everything the service and staff did. People and staff felt respected, listened to, and influential.

People we spoke with told us they felt safe. People had individual risk assessments in place so staff could identify and manage any risks appropriately.

Safeguarding procedures were robust and staff understood how to safeguard people.

Systems were in place to make sure managers and staff learned from events such as incidents, concerns and investigations.

There were enough staff to ensure people's care and support needs were met.

The provider completed appropriate pre-employment checks for new staff, to check they were suitable to work at the service.

Medicines were managed safely at the service.

The service was clean and had a welcoming homely atmosphere.

We saw the service had received compliments from relatives about the care provided at the service. Relatives described how the compassionate care provided at the service had transformed their family member's life, health and mental wellbeing since they had come to live at the service.

Staff had undertaken training which was regularly updated to ensure they had the skills and knowledge to support people effectively.

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.

People made positive comments about the quality of food provided and told us their preferences and dietary needs were accommodated.

People were supported to maintain their independence and engage in activities of daily living such as, cooking, food shopping and cleaning their room. People's support also focused on them having as many opportunities as possible for them to gain new skills and become more independent.

People were encouraged and supported to engage in activities within the community.

There was a robust complaints process in place at the service. We found the service had responded to people's and/or their representative's concerns and taken action to address any concerns.

Staff spoken with made very positive comments about the staff team, registered manager and nominated individual.

There were planned and regular checks completed at the service to check the quality and safety of the service provided.