Handle With Care

Information about people's health needs was not always described within their care plan or risk assessment, although some detail was documented. We made a recommendation about this.

Peoples needs were assessed prior to them using the service. 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. Staff received a variety of training to improve their skills and knowledge and worked with other organisations to deliver effective care, support and treatment. Staff told us how they gained consent from people before supporting them.

People and their relatives told us staff were caring. They were encouraged to share their feedback via yearly questionnaires, during visits and had access to the office numbers if they wanted to speak to the management team? Staff told us how they ensured people's privacy, dignity and independence was respected and promoted.

Care plans were person centred and people were supported to have personalised care which met their needs. All people and relatives we spoke to told us they knew how to make a complaint and felt their concerns would be listened to and acted upon. The provider had an end of life policy in place when required.

The registered manager had good oversite of the service. Systems and processes were in place to review and improve the service. The provider engaged people, their relatives and staff to ensure the service was moving forward and continuously improving. The registered manager had a good understanding of their regulatory requirements.