Springfield Healthcare (Leeds & Wakefield)

People's experience of using this service: Effective systems were in place to monitor the quality of service and action was taken where areas for improvement had been found. People, relatives and staff had the opportunity to provide feedback about the service. The provider worked in partnership with other services to support people's quality of life and well-being, when needed.

People were supported safely and protected from harm. There were systems in place to reduce the risk of abuse and to assess and monitor potential risks to individual people. The management of medicines was safe, staff had completed training and audits were completed and actions identified to reduce the number or recording errors. Staff followed infection prevention and control guidance when supporting people. Lessons were learnt, through accident, incident, safeguarding and complaints. These were shared with staff members to ensure changes were made to staff practice, to reduce the risk of further occurrences.

There were enough skilled and experienced staff to meet people's needs. An induction was completed by new staff. Staff received appropriate training and support to enable them to perform their roles effectively. There was a system in place to monitor staff training. Recruitment processes and a staff retention programme were in place.

Staff involved healthcare professionals to support people's health needs, where required. Support plans identified nutritional and dietary requirements. People received support, with eating and drinking, when needed. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. Staff gained people's consent before providing support.

People and relatives said staff were kind and caring. Staff described the importance of treating people with dignity and respect. Initial assessments were carried out to ensure people's needs could be met. Support plans showed people were involved in their support and were personalised, with sufficient detail for staff to provide effective care and support. Some people required end of life care. The provider worked closely other organisations who facilitated their specific care needs and staff had received training, where appropriate.

Information was provided so people knew who to speak with if they had concerns. A complaints system was in place and these were managed effectively.