Watergate House (office)

Not everyone who used the service received 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.

People were safe from the risk of abuse. Risks were assessed and regularly reviewed when people's needs changed.

The provider employed sufficient staff, staff were trained appropriately and recruited safely. Staff worked effectively with visiting professionals. Staff wore PPE to keep people safe and infection control measures were in place.

Care records were person-centred and focused on promoting people's independence. People said they were treated with dignity and respect during personal care and always asked for their consent.

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.

Feedback from relatives and people was generally positive. Staff said felt well supported by the management team. People and relatives were involved in their care decisions.

Quality assurance checks were carried out to ensure people were receiving safe and good quality care. Feedback from staff and people had been listened to. Lessons had been learnt from incidents, however they were not always well documented.