Cerene Care LTD

People who may become anxious or distressed had proactive plans in place to reduce the need for restrictive practices.

Recruitment checks were carried out to ensure staff employed were safe to work with people. Systems were in place to report and learn from any incidents where restrictive practices were used.

People were cared for and supported by staff who were suitably trained and supported to effectively perform their roles and responsibilities.

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.

Systems were in place to report and learn from any incidents where restrictive practices were used.

Care was person-centred and promoted people's dignity, privacy and human rights. People were safeguarded from the risk of abuse as staff knew how to report concerns should they suspect or witness abuse.

Relatives told us staff were kind and caring towards their relative and treated them with dignity and respect. Relatives confirmed that they were included in decision making about their relatives' care. People were supported to maintain their privacy, dignity and independence by a staff who knew them well.

People had their communication needs met and information was shared in a way that could be understood.

People were supported to access food and drink that met their dietary needs and wishes.

People were supported to stay healthy and well, and to access community health and social care services as and when required.

The ethos, values, attitudes and behaviours of management and care staff promoted a service which was inclusive, empowered and encouraged good outcomes for people who used the service.

Relatives and staff spoke positively of the registered manager. Managers ensured that staff had relevant training, supervision and appraisal.

Governance systems ensured people were kept safe and received a high quality of care and support in line with their personal needs. Staff worked well with other services and professionals to improve outcomes for people.

Relatives told us the registered manager was approachable and took action to resolve issues where needed. Staff told us they were well supported by the registered manager and were listened to and encouraged to discuss their views regarding the service.