Dell House

Medicines were managed, monitored and administered safely. Errors were identified promptly and addressed.

The service was clean and there were appropriate processes in place to minimise the risk of the transmission of infections such as COVID19.

People told us there were sufficient numbers of staff to provide them with support when they needed it. This confirmed our observations. Robust recruitment procedures were in place to ensure prospective staff had the right background and character to work with vulnerable people.

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 told us they were able to make decisions and that staff respected their choices.

People received appropriate support to eat and drink. People told us the food was good quality and they had a good choice of meals.

The service had a good relationship with the local doctor's surgery and had regular face to face visits from surgery staff to discuss people's needs.

There was a caring culture in the service and staff were observed to be pleasant, kind and warm towards people. People told us the staff were kind to them and treated them well. Care was personalised to the individual and staff had a good understanding of people's personal preferences, likes and dislikes.

People were involved in the planning of their care where possible and were encouraged to feedback their views in a number of ways. People told us they knew how to make complaints.

The provider had robust quality assurance processes in place to monitor the quality of the service and identify areas for improvement. Audits were carried out by senior staff, the registered manager as well as a quality manager and overseen by an operations manager. This ensured that any actions identified were followed up.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk