Housing 21 - Dovecote Meadow

Not everyone living at Dovecote Meadow received personal care. The Care Quality Commission only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of the inspection there were 83 people in receipt of a service.

The provider's vision and values were person-centred to make sure people were at the heart of the service. This vision was driven by the exceptional leadership of the registered manager.

Staff were highly skilled and knowledgeable about each person they cared for and they were extremely committed to making a positive difference to each person. They were enthusiastic and believed passionately in the ethos of the service. One staff member told us, "Staff work as a team and we are there to support people whatever they need. As people become more dependent we try to help them remain at Dovecote."

People were extremely well-cared for, relaxed and comfortable. Staff knew the people they were supporting very well and care was provided with exceptional patience and kindness. The service went to great lengths to ensure people's privacy and dignity were always respected.

People using the service, their relatives and staff were confident about approaching the registered manager if they needed to. They were extremely complimentary about the registered manager and the whole workforce. They recognised that their views were valued and respected by the provider who consistently used their feedback to support quality service development.

There was a very strong and effective governance system in place. Processes were in place to manage and respond to complaints and concerns.

There was clear evidence of collaborative working and excellent communication with other professionals to help meet people's needs and maintain their independence wherever possible.

The service was flexible and responsive to people's needs and was able to accommodate sudden changes

to them. Records were well-personalised, up-to-date and accurately reflected people's care and support needs. Care was completely centred and tailored to each individual.

Systems were in place to encourage positive risk taking to maintain people's independence. Risk assessments identified current risks to the person as well as ways for staff to minimise or appropriately manage those risks.

There were sufficient staff employed. All people told us they felt very safe with staff support. One person commented, "I cut myself and staff were here like lightening."

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People were supported to access health care professionals when required. They received varied and nutritious diets.