Community Response Team West

There was an induction, training and development programme, which supported staff to gain relevant knowledge and skills. Staff assisted people to obtain advice and support from other health professionals to maintain and improve their health or when their needs changed.

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.

People and their relatives felt the agency supported them in a kind and caring manner to meet their needs. They were involved in the assessment and planning of the care they received. People were treated with respect and staff encouraged and promoted their independence.

The majority of people we spoke with told us the service was responsive to their needs. The timing of visits was the main reason people gave for any dissatisfaction with the service. Information about the agency was given to people before they received care, which informed them specifically timed visits could not be guaranteed due to the nature of the service. There was a clear and systematic process of reviews of each person's care and support from start to end of the service provided. Systems were in place to help ensure any concerns or complaints were responded to appropriately.

There was an open and inclusive culture within the service and the registered manager provided leadership to the staff team. The provider had a clear plan for developing person-centred services that encouraged and enabled people to stay well and live independently. This included working closely with other health and social care services to enable people receiving care to remain in their own homes.