North Lincolnshire Council - Myos House

Not everyone who used the service received personal care. The Care Quality Commission (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.

There was a lack of systems and processes in place at service level and risks were not always identified or managed. Managers and staff were unclear about their responsibilities and legal requirements were not always met.

Staff received regular supervision and appraisals. However, staff had not received the training required to meet all the needs of people in the service. We have made a recommendation about staff training.

The care and support of people in the service were not always delivered in line with current evidence-based guidance. We have made a recommendation the assessment and needs of people are regularly reviewed and updated.

Care plans were often task focused and did not cover how to support and manage people's physical health needs. We have made a recommendation for Health Action Plans to be in place.

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 supported this practice.

There was enough staff to provide a consistent and reliable service and recruitment systems were robust to ensure the right staff were recruited to keep people safe. Staff managed medicines consistently and safely.

People were treated with dignity, respect and kindness. People and relatives told us staff were kind, caring and polite. One relative said, "I think they [staff] are very, very compassionate." People knew how to seek help and felt listened to.

The provider complied with the Accessible Information Standards by meeting the communication needs of people in the service. People were empowered to make choices and have as much independence as possible.

The provider involved people and their relatives in a meaningful way and staff attended regular team meetings and felt supported by the registered manager and senior staff in the service.