Management Office

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

The service applied the principles and values of Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence.

The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.

Staff had awareness of safeguarding and knew how to raise concerns. Steps were taken to minimise risks to people and staff where possible.

The service had a medicines policy in place, recently reviewed. We have made a recommendation about the management of some medicines.

Systems were in place to recruit staff safely and they were equipped with the skills required to provide effective care and support; this was achieved through support and guidance for the management team, regular training and refresher training and observations of practice.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. Staff supported some people to access other healthcare professionals when required and also supported some people to manage their medicines safely.

People were supported by a small group of regular staff which provided continuity and familiarity. Staff had

developed relationships with people and knew them well; people received person-centred care as a result. People told us staff promoted their independence and treated them with dignity and respect.

People were involved in making decisions about their care and involved in reviews to ensure their care plans met their needs and supported them to achieve outcomes.

The service had an open and supportive culture. Systems were in place to monitor the quality and safety of care delivered. There was evidence of improvement and learning from any actions identified.

There were enough trained staff on duty to support people safely. Recruitment processes were robust and helped to ensure staff were appropriate to work with vulnerable people.

People's needs were thoroughly assessed before starting with the service. People and their relatives had been involved in the care planning process.

Staff were competent and had the skills and knowledge to enable them to support people safely and effectively; people's comments supported this view. Staff received regular supervisions and annual appraisals were planned.

People were supported in a friendly and respectful way. People and their relatives were complimentary about the staff and their caring attitude.

People's care plans were person-centred and provided staff with the information they needed to provide care and support in a way that met people's needs and preferences. There was clear evidence care plans were reviewed regularly or as people's needs changed.

People knew how to make a complaint, although no formal complaints had recently been made to the service. There was an effective complaints process in place to deal with any complaints that might be raised in the future.

The registered manager and staff were committed to providing high quality care and support for people.