Walfinch Welwyn & Bishop's Stortford

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. At the time of our inspection there were 28 people in receipt of the regulated activity.

People's medicines were managed safely. Staff received appropriate training and had their competency assessed to help ensure they were sufficiently skilled and knowledgeable to safely administer medicines. Staff had received training in infection control practices and personal protective equipment was provided for them. The management team took appropriate action following any incidents and learning was shared across the staff team.

Before care delivery started assessments were undertaken to help make sure people's needs could be met. Staff received the appropriate training and support to enable them to carry out their roles safely and effectively.

Management and staff knew people well and were able to promptly identify when people's needs changed, and they sought professional advice appropriately. 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 and relatives praised the kind and caring nature of the staff team. People received regular consistent care from a small staff team. People knew about their care plans and confirmed they could decide what care and support they needed. People and their relatives said they were confident to raise concerns with the management team. Everyone we received feedback from during this inspection was satisfied with the care and support provided.

The management team was committed to providing quality care and support to people as well as the staff team and understood their responsibilities under the duty of candour. People, their relatives, external

professionals and staff spoke highly of the management team and told us they were always available and supportive.