Gill Healthcare Keighley

The service was only providing support to one person and only employed two staff at the time of our inspection. This meant the registered manager had a full overview of the support they were providing and matters in relation to staffing. The manager was aware of the need to develop a system for auditing the quality and safety of the service to maintain this overview as the business grew.

Previous and current feedback about the service demonstrated people felt safe. Risk assessments were in place but some needed development to make sure staff all the information they needed to support people safely. Staff knew what to do and who to contact if they thought someone was at risk. The service was not supporting anyone with medicines, but staff had received the training they needed to do this safely.

People's needs were assessed prior to a package of care being agreed and staff worked with other healthcare professionals to make sure people's needs were met. An external training provider was used, and staff felt the training they had received was appropriate to their work. We were concerned the training programme may not be robust, and the registered manager took steps immediately to source alternative training from a nationally recognised training provider.

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 this practice.

Staff knew about the principles of the Mental Capacity Act. They supported people to make decisions about their care and recognised people's right to refuse or make changes to the care they received.

Care records demonstrated a caring approach. Staff spoke about maintaining people's privacy and dignity. This was echoed by a relative who praised the caring and respectful approach of staff.

Care was planned and delivered with a person-centred approach. The registered manager said that documentation could be produced in alternative formats or languages to meet people's needs. Staff had been trained in supporting people at the end of their lives and a relative said this care was delivered with dignity.

The registered manager had addressed complaints but recognised the need to make sure documentation in relation to managing complaints needed to be improved.

The registered manager sought feedback from people who used the service, relatives and staff to review and improve the service.