Romford Grange Care Home

People were assessed in line with the law before being admitted to the service, this was so the provider could be assured the service could meet people's needs. Staff received induction and training, so they knew how to work effectively with people. Staff were further supported in their role through supervision. People were supported to eat, drink and maintain healthy diets and people were positive about the dining experience. Staff communicated effectively with other agencies, including health care services, to ensure people received good care. 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 capacity to make decisions were recorded, their wishes respected, and they were provided with choices about their daily lives.

People and relatives thought staff were caring. People were supported to express their views. People's privacy and dignity were respected, and their independence promoted.

Care plans were person-centred, and staff knew what people liked. People's communication needs were met. People were able to take part in activities provided by the service. People and relatives were provided with information about how to complain and when they did, complaints were responded to appropriately. The service recorded people's end of life wishes and people and relatives were treated with respect and dignity when people approached the end of their lives.

A positive person-centred culture was promoted within the service. People, relatives, and staff thought highly of the management. The registered manager understood duty of candour and acted appropriately when it was felt the service could do better. Staff understood their roles and the registered manager fulfilled

the service's regulatory requirements. People, relatives, and staff were able to be engaged and involved with the service through meetings and surveys. Quality assurance systems monitored care so there was the potential for it to be improved. The service worked with other agencies to the benefit of people using the service.