HF Trust Bristol and Bath

People told us they felt safe living at the service and could approach staff when they needed help. Staff knew people well and understood how to protect them from avoidable harm and abuse. The service worked closely with other agencies and had effective procedures to support this.

If there were restrictions on people’s freedom for safety reasons, these were monitored and reduced wherever possible. People were involved in discussions about risks and were supported to take positive risks in their daily life. There was a person centred approach to the management of risks and records gave staff up to date guidance. Staff were proactive in identifying and managing risks to keep people safe.

The service managed incidents affecting people’s safety. Staff shared examples of how lessons and been learned and changes made following incidents and accidents. This showed the provider was willing to listen, investigate and make changes to improve the service and keep people safe.

Staff supported people safely with their medicines in the way people preferred. Staff who gave medicines had regular training and checks to ensure their practice was safe. Learning from errors had been implemented to ensure there was a focus on safety and good practice.

People were positive about the staff who supported them, and staff were caring and respectful when speaking about or to people. People and staff felt there were enough staff to meet people’s needs and keep them safe. Staff were safely recruited and received induction, training and supervision to ensure they were skilled, which helped keep people safe.

People, their relatives and staff gave us positive feedback about the culture and leadership of the home. The provider’s values focused on diversity, kindness and positivity and people’s needs and wishes were at the heart of the service.

People’s individual and protected characteristics were respected. Staff received training and understood equality, diversity and human rights principles.

People were supported to do the things they enjoyed and be part of their local community. They had contact with family and friends, and links with other professionals helped to ensure their needs were fully met.

Staff spoke positively about working for the organisation, and about the people they supported. All the staff we spoke with felt they were treated fairly.

Staff told us the management team were approachable, fair, and supportive. They felt the recent changes to management structures had improved the service. Managers were visible during our visits and appeared to know people well.

Staff felt able to speak up and were confident that the management team would listen and address their concerns where possible. As appropriate, staff acted as advocates for people to ensure their needs were met.

There were clear and effective governance, management and accountability arrangements and action was taken when shortfalls or concerns were identified. Progress against actions was monitored to ensure plans were achieved.

Staff told us they tried to continually improve services for people. People were asked for their feedback, and creative solutions were encouraged to meet people’s needs and provide a high quality service.