Woodrowe House

The living accommodation was provided over two floors accessed via stairs or a lift. Bedrooms were of a large size with an adjoining en suite shower room. There were several quiet communal areas people could access both within Woodrow House and in the grounds. People had access to a sensory room, spa bath, activity area, gym, games area and hairdressing salon.

The service employed occupational therapists and physiotherapists to support people to regain their skills and to promote independence. Therapy was provided on the third floor of the service.

Quality assurance systems and processes to monitor the quality and safety of the service required improvements. Staff had the relevant skills and competence to meet people's needs. However, improvements were needed to the providers mandatory training programme. These were made following the inspection and needed to be embedded in practice and sustained. Where staff needed to undertake specific tasks such as giving injections, they had been trained and competency assessed by the appropriate healthcare professional. Staff received an in-depth introduction to people's care needs and did not support people with these until they had been assessed as competent to do so.

People were supported by staff that knew how to keep them safe from harm or abuse. People received medicines on time and were supported by staff that had been safely recruited. Staff had a good knowledge of risks associated with providing people's care and received training relevant to people's needs. There were enough staff employed to meet people's care needs.

The registered managers were passionate about providing person-centred care. They knew people well as they were involved in care delivery. The service regularly sought feedback from people about their care experience to ensure any issues were promptly addressed.

The service supported people to express their views, preferences, wishes and choices. Staff supported people to engage in their hobbies and interests, while promoting people's independence. The service was

flexible and responsive to people's individual needs and preferences. People and relatives knew how to raise a concern or make a complaint and felt confident this would be addressed.

People and relatives told us the care received was kind, caring and compassionate. Staff we spoke with were committed to ensuring people's health, emotional and social wellbeing needs were fully met. People and staff had built positive relationships together and enjoyed spending time in each other's company. People's diversity was respected and embraced. Staff were open to people of all faiths and beliefs and people's privacy and dignity was respected.

People were supported to eat and drink enough and changes to their health were promptly identified. They were supported to access timely medical intervention.