Sheltering Arms of Yorkshire Ltd

Staff had built strong relationships with people and knew them exceptionally well. The provider, registered manager and staff went above and beyond to learn about people and their lives and used the information gathered to enable people to have positive outcomes. Staff focused on people's strengths and promoted independence , so people had a fulfilling and meaningful everyday life of their choosing.

People were supported by a small number of regular staff members who knew them well, promoted their independence, choice and control.

The provider and registered manager had a visible presence within the service and people knew who they were and how to contact them if they wished to raise concerns or discuss their care. The provider also completed people's care visits, this gave them the opportunity to speak directly with people and to get to know them.

Staff knew how to safeguard people from the risk of abuse and people were protected from the spread of infection. Medicines were managed safely, with regular audits of people's medication taking place.

The provider had suitable systems to ensure new staff were recruited safely. Staff completed a range of training and people told us they felt staff knew what they were doing and supported them well.

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 were governance systems in place which were regularly reviewed. Quality assurance processes such as audits and spot checks, were used to drive improvements. There was a complaints procedure in place, which people were aware of. Feedback was sought from people with regular visits, reviews and feedback

questionnaires.

Staff felt supported by the registered manager and provider and were happy in their role.