Platinum living care

People were protected from the risk of potential abuse working with staff who had appropriate skills and experience and knew how and to who to report any concerns to. The registered manager had developed a working relationship with the local authority safeguarding team. Staff followed comprehensive guidance to protect people from the potential risk of harm. Potential risks to people’s health care and environment had been assessed and mitigated. People were provided with consistency and continuity of care by staff who knew them well. Staff had received training to meet people’s needs including any specialist needs. Staff had been recruited safely.

People’s needs were assessed to ensure staff could meet them. Care records were reviewed with people and their relatives on a regular basis and changes were made when required. People’s ability to make decisions about all aspects of their care had been assessed and detailed in their care records. Staff supported people to make their own decisions and choices.

People were treated with kindness by staff who knew them well and respected their privacy and dignity. People’s independence was promoted wherever possible and people were encouraged to develop their skills and maintain their independence. People’s choices were listened to and respected.

People’s human rights were protected and always promoted by staff. People were encouraged to share their views about the service they received. Some care packages included calls to access the local community promoting their well-being to avoid social isolation.

There was a positive open culture where staff were supported in their role and had their contribution valued. There were regular opportunities for people, staff and others to provide feedback about the service. The entire team understood their role and responsibility to provide people with high quality care. Systems were in place to monitor and improve the quality of the service people received.