Forget Me Not Caring Limited

People’s care was planned and delivered in a way which was intended to ensure their safety and welfare. People were protected from the risk of abuse and told us they felt safe. Risks to people's safety were assessed, although some guidance lacked detail. Systems were in place to support people with their medicines. The provider’s safety monitoring processes were not yet fully embedded and this meant lessons learned were not always used effectively to address safety concerns and ensure good practices were embedded.

People were involved in planning and reviewing their care. The service worked with people to provide care which promoted their health, wellbeing, and independence. 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. However, the provider's processes for monitoring and reviewing people's outcomes were not always effective.

Staff promoted people’s independence and were respectful of people’s privacy, dignity, and human rights. People were supported to make decisions about their care.

People’s care was person-centred. The provider sought advice and made referrals to other healthcare professionals when appropriate in order to support people’s changing needs. Staff provided people with information in different formats depending on their needs. People were encouraged to give feedback about their care.

The provider’s governance processes were not always robust in identifying and addressing concerns in the quality and safety of people’s care. Improvements were not fully embedded and learning was not always shared in order to drive progress and ensure people achieved good outcomes. The service remained in breach of regulation 17 (good governance).

The management team had clearly defined roles and responsibilities and the culture of the service was open and inclusive.