Hope's Special Care Limited

Systems to manage medicines were effective. Infection control procedures were followed to reduce the risk and spread of infection.

There were enough staff to support and meet people's needs. Care was planned to provide continuity of care; people had a team of staff they knew who cared for them. Staff were recruited safely.

People's needs were assessed before care began to ensure the service could safely meet people's care requirements.

Staff received a full induction upon employment and there was an ongoing training programme to provide them with the skills to do their jobs.

People were supported to eat and drink. Health needs were monitored and documented. The service maintained good links with health professionals and updated them whenever there were changes in people's needs. Consent to care and treatment was obtained before care began; staff offered choices to people to encourage decision making in their care.

People were looked after by staff who enjoyed their job and cared for the people they supported. The service supported people from all different backgrounds and did not tolerate discrimination. People's privacy and dignity was respected, and people's confidentiality maintained.

People's care plans were personalised and detailed their likes and dislikes. People's communication needs were recorded, and adjustments to documents could be provided to support inclusion such as translation, braille and pictorial formatting.

There was a complaints policy and procedure and information was provided if people needed to take their complaint further.

Relatives were pleased with the quality of the care provided. Staff felt supported by the registered manager and enjoyed coming to work. Quality monitoring took place within the service and people, relatives and staff were able to provide their views on the quality of the service to help it improve.

The registered manager continually wanted to improve the service and learn from any mistakes as they saw it as an opportunity to make the service better for people.

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.