Yourlife (Swindon)

We assessed 8 quality statements in the safe domain, relating to learning culture, safe systems, pathways and transitions, safeguarding, involving people to manage risks, safe environments, safe and effective staffing, infection prevention and control (IPC) and medicines optimisation. There were systems and processes in place to demonstrate the service was safe. Staff were able to tell us how to keep people safe from harm and abuse and risks for people were managed effectively. Staff demonstrated a good understanding of medication and IPC processes. Leaders acted on medicines errors appropriately. Incidents and accidents were acted upon to safeguard people and staff. Lessons were learnt and shared with relevant parties. Staff had received relevant training in relation to their roles. However, some staff told us they would prefer face-to-face training rather than online.

We assessed 6 quality statements in relation to assessing needs, delivering evidence-based care and treatment, how staff and teams work together, supporting people to live healthier lives, monitoring and improving outcomes and consent to care and treatment. There was evidence of staff and leaders working with professionals in the community to ensure people received the support needed. Detailed guidance was provided to people on the service delivery. Teams worked well together on behalf of people. People’s care records demonstrated that professionals had been involved in their care and support. Staff showed a good understanding of gaining ongoing verbal consent from people. Care plans had signed consent from people and there were policies to support the service being effective.

We assessed 5 quality statements in relation to kindness, compassion and dignity, treating people as individuals, independence, choice and control, responding to people’s immediate needs and workforce wellbeing and enablement. We found staff knew how to treat people with kindness, compassion, dignity and respect. People were treated as individuals, were encouraged to be independent and have choice and control over their care. Care plans identified areas of individualised support needed and considered people’s protected characteristics, including religious and cultural needs. Staff responded to people’s immediate needs. Staff told us the organisation looked after their wellbeing and received regular supervisions and team meetings.

We reviewed 7 quality statements relating to person-centred care, care provision, integration and continuity, providing information, listening to and involving people, equity in access, equity in experiences and outcomes, and planning for the future. We found staff and leaders worked with other partners to make sure people’s needs were met. People could have access to information suitable for them and there were policies to support this. Information was provided to people on how to make a complaint. Staff and leaders were aware of the need to ensure fair and equal treatment to everyone and there were policies to support this. Staff had received training in equality, diversity and inclusion.

We reviewed 7 quality statements relating to shared direction and culture, capable and compassionate leaders, freedom to speak up, workforce equality, diversity and inclusion, governance, management and sustainability, partnerships, communities, and learning, improvement and innovation. Staff and leaders demonstrated a positive, compassionate and listening culture. There was a clear strategy and business plan in place which outlined the organisation, values, aims and mission. Staff and leaders had been provided with appropriate training to be effective in their roles. Systems were effective in making sure people’s records were kept confidentially. There were mechanisms in place to allow people, relatives and staff to speak up and have their voices heard. There were policies and procedures in place to support workforce equality, diversity and inclusion. There was evidence of the provider liaising with various health professionals to ensure safe care and treatment for people living in the service. There were effective governance, management and accountability arrangements in place.