Dhek Bhal

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.

Enough staff were employed, and safe recruitment practices were in place. People were usually supported by regular staff who knew them well. The service primarily provided support to people from a South Asian background, and staff shared the culture, language, values and beliefs of the people they supported. This meant people could use their preferred language and staff understood and met individual cultural needs and preferences.

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.

Systems and processes were in place to monitor and manage the quality of the service. Some audits and policies needed review, but this was done as soon as it was highlighted to the registered manager.

There was a very clear vision and strong values in the service. There was a focus on empowerment, human rights, dignity and informed choice. Everyone told us the service was well led and we saw managers lead by example and sharing their passion with others. Staff were motivated and proud to work for the service and felt well supported in their roles.

Feedback from people and their relatives was positive, and surveys and reviews were carried out regularly to check people remained happy with the service they received. Effective links had been established with a wide range of stakeholders. This supported the service to share information and promote culturally appropriate practices which met people's needs.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk