Leighton House

People's experience of using this service: People and staff were complimentary of the service. People were asked for feedback on their experience of the service through surveys and telephone calls. Staff felt supported, listened to and able to contribute to the running of the service. A number of quality audits were in place and the provider and the registered manager had plans in place to drive improvement in the service.

Staff were professional and competent; people and relatives said the service was safe. Staff demonstrated a good awareness of each person's safety and how to minimise risks for them.

Staffing arrangements were consistent and reliable.

Staffing levels were safe, and people and relatives told us they received consistent support from the same carers.

Staff were recruited safely and the appropriate pre-employment checks were in place.

Staff were given an induction and training suitable to their job role. Staff told us they were given time to get to know people as part of their induction. People and relatives felt this was good practice as staff got to know the people they were supporting on a personal level.

People's calls were on time or staff called if they were going to be late. The provider monitored care staff attendance at calls using electronic call monitoring.

The provider arranged training for staff that met the needs of people using the service. They were assessed for their competency which helped to ensure they were safe to work with people.

The service worked in line with the Mental Capacity Act 2005 and staff had a clear understanding of how to support people with fluctuating capacity and giving support with decision making.

Feedback from relatives and staff was that the service was well-led. They told us the management team was always available to speak with.

People told us they would feel confident to raise any complaints they might have. We saw complaints were identified, investigated and used to improve the service.