Valentine House

People's experience of using this service: People received exceptional, individualised care and support that was responsive to their needs. Care plans were person-centred and were regularly reviewed to ensure they reflected people's changing needs.

Relative's and healthcare professionals gave us extremely positive feedback about the standard of care provided at Valentine House. We also observed staff delivering kind, caring and compassionate support throughout our inspection.

Relatives told us staff treated people exceptionally well, ensuring they were respectful, compassionate and caring. People continued to be supported to maintain meaningful relationships with family members and people that mattered to them. Relatives spoke positively about the communication between themselves and staff and the support they received. They told us they were welcomed into the service and could visit as and when they wished.

The provider had significant oversight of the service. Robust audits ensured all issues identified were acted on in a timely manner. People's views were continually sought through questionnaires, general discussions and meetings. The registered manager placed great importance on partnership working to continually drive improvements.

Staff understood how to recognise signs of abuse and were confident in the action they would take to report any concerns.

The provider had arrangements to ensure only suitable staff were employed, and enough staff were deployed to keep people safe.

The registered manager and regional manager completed regular health and safety checks to ensure the environment was safe.

The service had effective systems in place to ensure people continued to receive their medicines safely and in-line with good practice. Robust medicines audits ensured issues identified were acted on swiftly, minimising the impact on people.

Staff continued to receive a variety of training to enhance their skills and knowledge. Staff reflected on their working practice through annual appraisals and regular supervision sessions with the registered manager.

The service had systems in place to manage and learn from complaints and concerns. Relatives were confident the registered manager would deal with any complaints in a timely manner.

The registered manager was involved in all aspects of the running of the home and provided her team with principled, person-centred leadership. They were well supported by the regional manager which ensured the provider had clear oversight of the service.