NDH Care (LEICESTER)

People were safely supported with their medicines and their dietary needs were met. Staff supported people to live healthier lives and access healthcare services.

People were supported by staff who had undergone a robust recruitment process. Staff received an induction and ongoing training that enabled them to have the skills and knowledge to provide effective care.

There were sufficient staff to meet people's needs. People and relatives told us they had the same staff team support them. They spoke of the reliability of the service, and the kind and caring attitude of staff and management.

Systems were in place to ensure staff were trained in infection prevention and control procedures to prevent the spread of infection.

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.

The registered manager and staff worked well with external agencies and health and social care professionals, to meet people's ongoing care needs. The provider had an end of life policy and procedure in place and staff were trained in this area.

People received kind and compassionate care. Staff protected and respected people's privacy and dignity. Staff promoted people's independence. People maintained meaningful relationships with family and friends, and were provided with social support where this was part of their package of care.

Complaints procedures were in place. People and relatives knew how to complain and were confident their

concerns would be acted on.

People's views about their care was sought through reviews and telephone surveys, which were analysed and used to make improvements. Satisfaction surveys were due to be sent to people, relatives, staff and external professionals and the results would be analysed and used to drive improvements.

The service was well managed. Effective systems and processes were in place to continually review, monitor and improve quality and safety. Systems were in place to ensure staff were supported, supervised and kept their training up to date. The service worked in partnership with outside agencies.