207 Goodmayes Lane

Systems were in place to protect against the spread of infection. Staff were aware of their responsibility to report allegations of abuse. People told us they felt safe using the service. Checks were made to help ensure the premises were safe. There were enough staff working at the service and robust staff recruitment practices were followed.

People's needs were assessed before they moved into the service. Staff received training to help them in their role. People were able to choose what they ate and drank and the got enough to eat. The premises were well maintained and homely in appearance. Staff supported people to access health care services.

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 that staff were kind and caring and treated them well. People were supported to have control and choice over their daily lives. People's privacy was respected, and staff understood the importance of maintaining confidentiality.

Care plans were in place which set out how to meet the individual needs of people, with the exception of equality and diversity needs and end of life care. People and relatives were involved in developing these plans, which meant they were able to reflect people's needs and preferences. People's communication needs were met. People told us they had confidence that any complaints raised would be addressed. People were supported to take part in activities and to maintain relationships with family and friends.

There was an open and positive culture at the service, which meant people, relatives and staff could express

their views. The provider worked with other agencies to develop best practice and share knowledge.