Age UK Lincolnshire

People's experience of using this service: People and their relatives without exception gave positive feedback about their experience of the service and the care they received. They told us they felt very safe and secure with the staff.

People were supported by a consistent team of staff and new staff were introduced at a time and pace that worked for people. People were protected from avoidable harm and abuse by staff who could identify and report safeguarding concerns. People's medicines were administered as prescribed and this was closely monitored. Staff understood people's needs and risks to their safety. Risk assessments guided staff on how to safely meet people's needs.

There were enough skilled and experienced staff to meet people's needs. An induction was completed by new staff. Staff received appropriate training and support to enable them to perform their roles effectively. Recruitment processes were in place and followed.

Staff were respectful and built trusting relationships with people. They supported people to maintain their dignity and independence. 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 were trained in mental capacity legislation and understood their responsibilities. They gained consent before providing care and supported people to make their own decisions and choices.

Care plans contained current and personalised information that supported staff to provide person-centred care. Staff worked with professionals and responded to their advice, to ensure people's needs were met.

People were encouraged to pursue their interests and to maintain important relationships. People had end of life care plans in place which identified their wishes.

People were confident their concerns or complaints would be addressed promptly and processes in place aided this.

The manager was committed to providing a high-quality, person-centred service. They had an open and honest approach and supported staff. The manager used audits to monitor the quality and safety of the service. They listened to people's feedback and responded to issues and concerns to continually improve the service.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk