Shaftesbury East Anglia

People continued to receive safe care. People received support from consistent staff who turned up on time. Risk assessments covered all areas of risk, and staff knew how to keep people safe from harm. People told us they were safe. Staff had received training in infection control and had access to personal protective equipment. People told us they received their medicines as prescribed. We have made a recommendation about medicine management.

The service applied the principles and values of Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence.

People continued to receive effective care, from staff who were skilled and competent in meeting people's individual needs. People told us they were supported to have maximum choice and control of their lives and that staff supported them in the least restrictive way possible; the policies and systems in the service support this practice. Staff supported people to maintain a healthy diet, in line with their assessed needs and to access health care if this was needed.

People received care from staff who were kind and compassionate. People had positive relationships with their care workers and were confident in the service. People were supported and encouraged by staff to make decisions as to how their needs were met. Staff understood the importance of respecting people's privacy, dignity and independence.

Staff continued to support people in a responsive way. Assessments and support plans were in place identifying what was important to people and how they should be supported. The support people received was centred around them and they were involved in any decisions made. The provider had a complaint process which people were aware of to share any concerns. The service needed to develop their approach around end of life care. We have made a recommendation about end of life care.

The service continued to be well managed. The registered manager was approachable and people knew them well. Spot checks and audits were completed to ensure the quality of the service was maintained. There was a strong value base to ensure that workers were caring and compassionate. People, and their family members, were actively encouraged to provide feedback on the service and staff worked well as a team in an open and supportive manner. Everyone spoke positively about the service and the quality of the support being provided.

The service met the characteristics of Good in all areas; more information is in the full report,