Bristol BBA Care Limited

The service was flexible and adapted to people's changing needs and desires, enabling positive outcomes for people. Records were personalised, up-to-date and reflected people's care and support needs. People’s mental capacity and ability to consent was considered. People and their representatives were involved in planning their care and support.

People were treated with kindness and compassion. Staff protected their privacy and dignity. Relatives and staff were confident about approaching the registered manager if they needed to. They recognised that their views and feedback were valued and respected and consistently used to support quality service development.

People had care plans and risk assessments which staff regularly reviewed. Staff followed safeguarding procedures and demonstrated an understanding of how to raise concerns both internally and externally. There were systems to review incidents and accidents.

There were enough staff with the necessary skills, qualifications, and experience. Staff were safely recruited. Staff received training to maintain high-quality care. Staffing capacity was sufficient, and staff deployment was effective to ensure people's needs were met in a safe, timely and consistent way. Systems were in place for people to receive their medicines in a safe way.

The service had processes to manage and respond to complaints and concerns. The registered manager undertook a range of audits to check on the quality of care provided. The service had systems to monitor the quality of care provided. Relatives and staff knew how to complain as they felt confident the registered manager and provider would listen to their concerns and address these appropriately.Relatives and staff felt the leadership of the service was effective and encouraged people to be engaged in the service and involved in their care.