Prospect House

People were protected from the risk of abuse. Some staff required training about how to safeguard people. However, staff we spoke with were knowledgeable about how to identify and report potential safeguarding concerns. Staff told us they felt able to raise concerns with the registered manager. People told us they felt safe living at the service. 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. Risks posed to people were assessed, risk assessments and care plans were detailed and regularly reviewed. However, we found staff did not always mitigate some risks. This was brought to the attention of the registered manager during the inspection and action taken to maintain people’s safety. People were supported by enough staff and staff were recruited safely. Some training was required for staff, the registered manager had recognised this shortfall and had various training dates planned for the near future. Medicines were safely managed and people received their medicines as prescribed.

Care plans were person centred and included information about people's preferences and wishes. People told us they were treated with kindness, respect and dignity. Staff knew people well, including people's communication style's, this empowered people to maintain their independence and make choices. We observed people were promoted to be as independent as possible.

Care plans were individualised and explored people’s personal, cultural, social and religious needs. Feedback was sought from people, relatives and external professionals and evidenced people were overall pleased with their care and support. People and relatives told us they were listened to and people’s wishes were met.

Governance systems were in place to monitor the quality and safety of the service. People, relatives and staff were aware of how to raise a complaint and told us they felt comfortable to do. Complaints were effectively managed, and people told us the manager was responsive. Staff felt supported in their roles. Relatives told us communication from the service was good and they were kept informed about their loved ones. People told us the service was well led and they would recommend the service to others. There was an open and honest culture and external agencies were informed of notifiable incidents.