Cera - King's Lynn

People's experience of using this service: People felt safe with care staff and care staff understood how to safeguard people from harm.

There was guidance for staff on how to manage risks associated with people's care and support.

There were enough staff to meet people's needs. Care visits were occasionally late if they had to be covered because of staff absence. Any issues with staff attending visits late were addressed to improve attendance for the future.

Medicines systems were organised, and people were receiving their medicines when they should.

Staff were provided with equipment such as gloves and aprons and understood how to prevent and control the spread of infection.

Accidents and incidents were monitored and reviewed so that action could be taken to make improvements for the future.

People's care needs were holistically assessed and included information about health needs, eating and drinking and mobility.

Staff received the training they needed to carry out their role.

The service worked well with other professionals to improve the health and wellbeing of people using the service.

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.

People told us that staff were kind and caring and respected their privacy and dignity.

The service responded to people's needs and supported people to maintain their independence.

There was a robust complaints procedure in place.

The service was well run, managers were respected and there were systems in place to monitor the quality of care.

There was an open and honest culture where people felt listened to. Feedback from people and staff was used to improve the service for the future.