Somerset

The service was caring, effective and well led, with staff providing safe care and support to people. Staff understood how to recognise and report abuse, received appropriate training and support, and there were sufficient staff available to meet people's assessed needs. One staff member said, “We understand that every person is an individual, and we aim to provide care that makes people feel valued, listened to and supported.”

Personal and environmental risk assessments were in place; however, these required further development to better reflect good practice. Recruitment processes also required improvement to ensure people’s welfare and safety and a consistent recruitment approach was followed for all staff.

People's needs were assessed before receiving support and care plans were regularly reviewed. Staff had an excellent understanding of people's needs and worked effectively with health and social care professionals when needed. However, care plans would benefit from additional detail to further support consistent, person-centred care. Medicines were not managed by staff at the time of the assessment.

There was a positive learning culture where lessons were learned and used to improve practice. Governance and quality assurance systems were effective in monitoring the quality and safety of the service. The provider had a clear vision and positive culture. The management team were knowledgeable, experienced and accessible. One person said, “[The registered manager] is lovely and keeps in touch. I do hear from them regularly.”

Staff morale was very good, staff felt valued and supported and worked well as a team. One staff member said, “I strongly believe this is the best service I have worked for in the care industry."