Integrated Care and Support Services LTD

People's experience of using this service:

The management team and staff at I.C.A.S.S pride themselves on supporting people to access a range of social activities to allow them to live as normal a life as any other person. The provider's ethos is "everyone is equal and we should focus on ability not disability". People are at the forefront of the service and encouraged and supported to make decisions about how aspects of the service should run. The 'service user led' approach taken by the management team has allowed people to develop the confidence to offer their views and feedback.

People had access to a wide range of social activities and were instrumental in the planning and development of the services' activity planner. Activities were developed to help promote independence, skill development, social inclusion and healthy lives.

Staff were motivated to deliver care that was person-centred and based on people's needs and preferences. People were encouraged to be independent and supported by staff to do so. Positive comments were received regarding the caring approach of the staff team and how well they knew people's needs. Positive relationships had been developed between staff and people using the service. People were treated with kindness, compassion and respect and staff interacted well with people.

Family members told us they felt their relatives were safe when being supported by staff and wee confident they were well looked after. Risks people faced were assessed and those identified were safely managed by competent staff. Where people required support with medication this was managed safely and family members confirmed people received medication on time. Staff showed a good understanding of their roles and responsibilities of keeping people safe from harm. The environment was clean and safe and people had access to appropriate equipment where needed.

Enough suitably qualified and skilled staff were deployed to meet people's needs and keep them safe. Staff received a range of training and support appropriate to their role and people's needs. Staff told us they received a good level of support from the management team and were encouraged to develop within their roles.

People's needs and choices had been assessed and planned for. Care plans identified intended outcomes for people and how they were to be met in a way they preferred. People were supported to have sufficient food and drinks and encouraged participate in meal preparation where appropriate. The healthcare needs

of people were met and understood.

The leadership of the service promoted person-centred care and a positive culture within the staff team. Staff and family members described the management team as supportive and approachable. By using effective quality assurance systems and working closely with other organisations and community groups, the management team showed a desire to continuously improve on the service provided.