PI Care

At the time of our inspection, 3 people were receiving the regulated activity of 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.

Staff supported people to make decisions where possible. Staff communicated with people in ways that met their needs.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. Staff worked with families to meet people's best interests. The policies and systems in the service supported this practice.

Staff received training about how to support people when they experienced periods of distress. People's freedoms were restricted only if there was no alternative.

Staff worked with other organisations to ensure people received the care, support and treatment they required. We received a wide range of feedback from external stakeholders which is reflected in the report.

Staff supported people with their medicines to ensure their needs were met. Improvements had been made to ensure medicines were monitored and managed safely.

Right Care: Concerns had been raised before the inspection about staff knowledge and experience to work effectively with people with complex needs. The provider had been supported to provide additional specialist training to ensure staff were skilled and delivered good quality support.

Concerns had been raised before the inspection that people were not always protected from the risk of harm and abuse. Professionals told us this had begun to improve recently. Policies and training were in place, and staff were clear about what could constitute abuse and what they should do to help keep a person safe.

Staff protected people and respected their privacy and dignity. Most relatives told us their family member's preferences and views were respected. Some professionals felt staff needed additional training and skills to meet the complex needs of individuals using the service.

Staff told us they understood and responded to people's individual needs. They were able to explain their role in respect of individual people and clearly knew them well. Staff we spoke to had a clear understanding of the risks faced by the people they supported.

Right Culture: We received a very wide range of views about the organisation, standards, staff and managers. Terms used ranged from 'awful' to 'amazing'. We have endeavoured to reflect this range and balance our judgement in the report.

The managers and staff we spoke to were committed to upholding the organisation's values to support people effectively. There had been recent changes to the management structure to strengthen leadership and improve outcomes for people.

People's families were involved in planning, service provision and reviews. They were encouraged to share their views and the management team were well known by families. The provider worked closely with a wide range of other organisations to improve people's quality of life.

We received mixed feedback about the provider's communication, although most professionals who commented noted that this had improved recently.