Walfinch Southampton

People's needs were fully assessed before their care commenced and the provider ensured they worked with stakeholders to promote consistent care with good outcomes for people. People's healthcare, nutritional and hydration needs were identified in their care plans with clear instructions for staff to follow. There were appropriate processes in place to gain people's consent to care. 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 told us staff were caring and provided them with welcome companionship. Staff were respectful of people's home environment and promoted people's privacy, dignity and confidentiality. People were supported to maintain their independence through encouragement in undertaking tasks they were able to do for themselves. Staff enabled people to make choices about their daily living.

The provider was responsive to people's needs by arranging care flexibly and efficiently to avoid delays in accessing care services. Care plans were developed with people's consultation and reviewed on a regular basis. There were policies in place to handle complaints and concerns appropriately.

People told us the management staff were approachable and professional. They said the provider was proactive in promoting good communication and they were given opportunities to provide feedback about their care. The registered manager had effective systems in place to assess, monitor and improve the quality of care.