Tiggo Care – Putney

People and their relatives said staff provided care and support in a friendly way which paid attention to small details that made all the difference. Staff acknowledged people's rights to privacy, dignity and confidentiality and people felt respected. Staff encouraged and supported people to be independent and do things for themselves, wherever possible. This improved their quality of life and promoted their self- worth. Staff were compassionate, cared about people and passionate about the people they provided a service to.

The provider was responsive to people's needs and assessed, reviewed and appropriately adjusted their care plans as required. This included any communication needs. Staff provided people with person-centred care and people were given choices and encouraged to follow their routines, interests and maintain contact with friends and relatives so that social isolation was minimised. People were given enough appropriate information about the service to make their own decisions regarding whether they wished to use it. Complaints were recorded and investigated.

The provider's culture was open, positive and had a clearly identified leadership and management structure. The provider had a clearly defined vision and values that staff understood, followed and they were aware of

their responsibilities and accountability. Staff were prepared to raise any concerns they may have with the provider and take responsibility. Service quality was regularly reviewed, and any required changes made to improve the care and support people received. This was in a way that suited people best. The provider had established effective working partnerships that promoted the needs of people being met outside its remit. Registration requirements were met.

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.