New Concept Care Selby

What life is like for people using this service: Lots of checks were completed by staff, the registered manager and provider to check the quality and safety of the service. The provider had reflected on their approach and planned to make changes to how they recorded checks of the service. This included a review of the accident and incident system, medicines system and risk assessment of people's care needs.

Overall, people received care in a timely way from a regular team of care workers. However, people felt they needed better communication from the office to know who would be visiting their home and when staff would be delayed. The registered manager agreed to look at how improvements could be made to communication.

Everyone we spoke with told us that staff were kind and caring and that they were treated with respect. Staff showed a genuine motivation to deliver care in a person-centred way based on people's preferences and likes. People were observed to have good relationships with the staff team.

People's health was well managed and staff had positive links with professionals which promoted wellbeing for them. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Staff had received appropriate training and support to enable them to carry out their role.

The registered manager and senior team worked well to lead the staff team in their roles and ensure people received a good service. People, their relatives and staff told us they were approachable and that they listened to them when they had any concerns or ideas. All feedback was used to make continuous improvements to the service.

More information is in Detailed Findings section below.