Britz Health Care Ltd

The provider had a proactive and positive culture of safety, based on openness and honesty. The provider made sure there was continuity of care, including when people moved between different services. People's needs were assessed before they started using the service. The provider shared concerns quickly and appropriately to keep people safe. There were appropriate policies and processes in place to keep people safe from harm and abuse. Risks to people were assessed and management plans were in place to inform staff how to reduce and manage risks to maintain people’s safety. The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. Policies and processes were in place to support the safe administration of medications and regular, in-depth audits of medication administration were carried out by a member of the management team.

People’s care plans and risk assessments were reviewed regularly or when people’s needs changed, to ensure they were still relevant. The provider worked closely with health and care professionals to deliver people’s care as per their expectations. Members of staff supported people to live healthier lives and, where possible, reduce their future needs for care and support. Records of consent from people were maintained by the provider. Members of staff understood consent and people's right to have choices.

Members of staff were kind and caring. They delivered care with compassion and dignity. People’s care records were personalised and contained information about their likes and dislikes and how they preferred staff to support them. Members of staff encouraged people to maintain their independence and make choices about their daily care and support. The provider was responsive to people's changing needs. The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

People told us the care they received had a positive impact on their lives. The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People’s records contained information about how they preferred care to be delivered and guidance for members of staff about how to interact with them. The provider listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The provider had a shared vision, strategy and culture. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty. The provider was an inclusive employer and valued equality, diversity and inclusion in their workforce. They spent time engaging with members of staff to assess their satisfaction with leadership, workplace culture, communication, professional development, teamwork and overall support. The provider had a good system of governance and accountability in place. The provider and the management team were committed to continuous improvement and development of the service.