Camden Chinese Community Centre

People's needs had been assessed to ensure they received the support they needed and wanted. People and when appropriate their family members participated in the care planning and reviewing process. They told us the service had been responsive to people's changing needs and it was easy to make changes to the care and support provided when needed. People were supported to live a healthier life. Their nutritional needs and preferences were fully considered when providing support with food and drink. Staff supported people to have access to social and healthcare professionals when needed.

Staff were appropriately trained to ensure they had skills and knowledge to provide safe and effective care. Staff skills and competencies had been assessed by members of the management team. Staff had been regularly supported and monitored through regular supervision, yearly appraisal and spot checks in people's homes.

Staff felt supported by their managers. They thought they could contribute to the development of the

service provision and their suggestions and opinion mattered.

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.

All people and relatives were satisfied with the care provided by the service. People and relatives described staff as kind and caring. They told us staff were considerate of people's needs, sought their permission before providing care and always involved people in decisions about people's daily care. Staff knew how to protect people's dignity and privacy.

Staff had wide-ranging knowledge about people, what care they needed and what was important to them. People were usually visited by the same care staff who knew them well. Each person had a person centred care plan which described in detail what people's care needs and preferences were. Care plans included information about people's cultural, communication, language and religious needs. Staff were provided with guidance on how people wanted to be supported. Care plans and other documentation related to the service provision were provided in Chinese and English to ensure Chinese and English speakers could understand it.

People and relatives were encouraged to give feedback about the service they received from the Camden Chinese Community Service. This was done through managers being in regular contact with people who used the service and their relatives and yearly service users' satisfaction surveys. There was an effective complaint procedure in place and people and relatives told us concerns had been promptly responded to people's satisfaction.