Conway

People had choices about their living environment and brought personal effects with them when they came to stay. People were in the process of helping to make decorative items to put in the garden. Staff enabled people to access specialist health and social care support in the community.

Staff supported people to make decisions following best practice in decision making, although we identified paperwork in this area could be improved.

Right Care People could communicate easily with staff as staff understood their individual communication styles.

The service promoted equality and diversity in their support for people. People received kind and compassionate care from staff who respected people's privacy and dignity. There was a genuine warmth and affection in the way staff interacted with people.

The service worked well with other agencies to protect people from abuse. Staff had training on how to recognise and report abuse and records provided evidence that they were doing so.

We identified some improvements should be made in relation to how medicines were managed, and the management team addressed these straight after the inspection.

People could take part in activities and keep in touch with people who were important to them. They were supported to develop and maintain meaningful friendships and relationships in the wider community.

Right culture The service had enabled people and those important to them to work with staff to develop the service.

Feedback was regularly sought from people, although a small number of relatives told us communication could be improved. The registered manager told us they were taking steps to address this and felt the COVID-19 pandemic had hindered interaction.

Staff and managers ensured the quality and safety of the service had been fully assessed to ensure people were safe. Safe recruitment practices were followed. Staff knew and understood people well. People received good quality care, support and treatment because trained staff and specialists could meet their needs and wishes.