Belvoir House

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. People's needs were considered holistically and nationally recognised tools to assess these were used. Improvements had been made to the training and support provided to staff. This meant people were supported by competent staff. People's meal time experience was improved, people were provided with enough food and drink that met their needs and preferences. People's health care needs were assessed and staff worked with external health professionals to help ensure these were met. The provider had started to undertake a refurbishment programme and improvements had been made to the physical environment.

People and relatives told us the care and support had improved significantly. People were supported by kind attentive staff, who encouraged their independence. People's privacy and dignity was respected and promoted. New systems were in place to ensure people and their relatives were able to express their views on the support they received.

People received person-centred care from staff who knew them well, including their individual needs, social histories, and interests. Care plans contained person-centred information about each person, including people's communication needs. Staff ensured people had the tools and equipment they needed to help them communicate effectively. People and relatives praised the activities now on offer, they were consulted on the activities being offered and this had helped ensure they met people's individual needs and interests. No complaints had been made since the previous inspection, the management team had been open, honest, and reflective in response to the concerns identified at the last inspection.

Changes had been made to the management of the service since the previous inspection. The new management team were responsive, effective, and committed to ensuring improvements to the quality of

the service were made. People were supported by staff who understand their responsibilities. Everyone we spoke with told us the service had significantly improved. Relatives praised the homeliness of the service. The culture of the service had changed, staff morale was improved, and the atmosphere was pleasant and welcoming. People and their relatives benefited from a person-centred culture in which staff engaged and listened to them. The management team were open, approachable and supportive. Relationships with the local community had begun to be formed for the benefit of the people using the service. The management team had engaged effectively with other stakeholders who were supporting them to make improvements in the service