I Say Supported Living Services Limited

People's experience of using this service: People felt safe with staff. People felt included in planning their care. People's rights and their dignity and privacy were respected. People were supported to live the lifestyle of their choice. People told us they were listened to by the management of the service.

People could involve relatives or others who were important to them when they chose the care they wanted.

People were involved in talking about their personal safety in the community and in their home. This included giving people information about using the internet safely, reporting bullying or harassment and eating and drinking healthy.

Care plans had been developed to assist staff to meet people's needs. The care plans were consistently reviewed and updated. Care plans told people's life story, recorded who the important relatives and friends were in people's lives and explained what lifestyle choices people had made. Care planning informed staff what people could do independently, what skills people wanted to develop and what staff needed to help people to do.

Staff were deployed in the right numbers to meet people's needs and choices. People had a say in which staff supported them and how they were recruited. The registered manager accompanied new staff to introduce them to people. If people did not get on with new staff, they could tell the registered manager who would offer to change their care staff.

Health and safety policies and management plans were implemented by staff to protect people from harm. The provider trained staff so that they understood their responsibilities to protect people from harm. Staff were encouraged and supported to raise any concerns they may have.

Incidents and accidents were recorded and checked or investigated by the registered manager to see what steps could be taken to prevent these happening again.

People were often asked if they were happy with the care they received. The care offered was inclusive and based on policies about Equality, Diversity and Human Rights. People, their relatives and health care professionals had the opportunity to share their views about the service either face-to-face, by telephone, or by using formal feedback forms.

Complaints made by people or their relatives were taken seriously and thoroughly investigated.

The registered manager recruited staff with relevant experience and the right attitude to work with people who had learning disabilities. Recruitment policies were in place. Safe recruitment practices had been followed before staff started working at the service.

New staff and existing staff were given an induction and on-going training which included information specific to the people's needs in the service. Staff were deployed in a planned way, with the correct training, skills and experience to meet people's needs.

There were policies and procedures in place for the safe administration of medicines. Staff followed these policies and had been trained to administer medicines safely.

Staff supported people to maintain a balanced diet and monitor their nutritional health. People had access to GPs and their health and wellbeing was supported by prompt referrals and access to medical care if they became unwell. Good quality records were kept to assist people to monitor and maintain their health.

Management systems were in use to minimise the risks from the spread of infection, staff received training about controlling infection and accessed personal protective equipment like disposable gloves and apron's.

The service could continue to run in the event of emergencies arising so that people's care would continue. For example, when there was heavy snow or if there was a power failure at the main office.

The registered manager and staff were working with a clear vision for the service.