Passion Tree Care Services Ltd (Havering Branch)

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 consent was sought when care was provided.

People and relatives told us staff were caring. People's equality and diversity characteristics were respected as was their privacy and dignity. People and relatives were able to express their views about the care provided. People were encouraged to be independent.

Care plans recorded people's needs and preferences and people received person centred care. People's communication needs were met by staff and their communication needs and preferences recorded in care plans. People were supported with activities they wanted to do. People and relatives were able to complain, and the service responded to complaints appropriately. People had the choice to share their end of life wishes if they wanted to.

The provider promoted a positive culture and person-centred service; people, relatives and staff thought the service was well led. Staff and management knew their job roles and responsibilities. There were quality assurance systems in place, so the provider was able to continuously learn and improve, this included gathering feedback from people and relatives. Staff were able to engage with the registered manager through regular meetings or supervision. The service worked in partnership with other organisations to benefit people using the service.