Wellcross Grange Care Home

The provider had developed innovative and effective systems that promoted people's health and improved their wellbeing, happiness and independence. People and staff universally had their equality, diversity and culture celebrated, and their rights promoted and respected. The service was inclusive, educational and empowering. Bespoke and practical technology was used to enhance peoples care, but also to entertain and teach people and staff new skills and increase their knowledge. Staff worked collaboratively with outside agencies such as the local schools, colleges, charities, the local authority and healthcare professionals.

People using the service were consistent in their view that the service was unique in its delivery of care and delivered outstanding care. Typical comments included, "I always get such a warm welcome when I arrive. [Registered manager] is always offering me a shoulder, or an arm when I'm upset." There was a culture of embracing learning and development within the service. People and their relatives felt confident in the skills of the staff and they received effective care that met their needs. Staff treated people with respect, dignity and compassion. They were motivated, passionate and proud of their jobs. People and their relatives felt respected, valued and listened to.

People's physical, mental health and emotional needs were assessed before they began using the service. Care plans were written with people and focused on their individual specific needs and preferences. The management team completed checks and audits on the quality and safety of the service to make sure they had good oversight.

People were supported by staff who had been safely recruited, and they were protected from the risks of discrimination, abuse and avoidable harm. Risks to people's health, safety and welfare were monitored and reviewed. Measures were in place to reduce risks. People told us staff always wore the appropriate personal protective equipment (PPE). Staff had access to PPE stock and completed training about how to use it appropriately.

People were supported to have maximum choice and control of their lives. 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 knew how to complain, but had no complaints about the service they received. Complaints and compliments were shared with staff to address areas for improvement and to celebrate successes. People received medicines safely. The service was clean, hygienic and a pleasant environment to spend time in.

Staff had received relevant training to meet people's needs. People's wishes at the end of their life were respected. People were able to express their views and had their dignity and privacy promoted. People were protected from harm and abuse, as staff new how to safeguard people and what procedures they should follow.