New Pathways Healthcare Limited

Staff empowered people to make their own decisions about their care and support. The registered manager demonstrated an understanding of best practice around assessing mental capacity and completing best interests' consultations. Action was being taken to update people's consent to the care being provided and to gather evidence of Lasting Power of Attorneys. Staff undertook a suitable induction and training programme. Some people did not feel fully confident or secure with their care worker and further action was being taken to mentor staff where necessary. Some care plans lacked information or clarity around certain needs and how these were to be met. These are to be reviewed to ensure they all provide a holistic assessment of people's needs. Staff had worked collaboratively with a range of organisations to help ensure that people's health care needs were met effectively.

People told us staff were kind and caring. Relatives commented on the positive relationships their family member had with their care worker, People had been involved in drafting their care plan and given an opportunity to express their views. Staff understood the importance of meeting people's needs in a dignified manner.

Overall, people spoke of the positive impact the care was having on their lives. Care plans contained some information about how people communicated and understood information presented to them. Complaints were used as opportunities to improve the service being provided. It was clear that the registered manager understood the importance of ensuring people had a comfortable and pain free death.

The governance processes in place were effective and helped to hold staff to account, keep people safe, protect people's rights and identify where the quality of the care and support was compromised. Overall people felt that the service was well led and well organised. Staff displayed an understanding of person

centred values and behaviours including compassion and respect and the promotion of independence. Staff told us the service was a good place to work. Staff meetings took place, and these provided a constructive forum for staff and the leadership team to share important information and ideas, discuss concerns or best practice approaches.