Dunston Community Centre

Not everyone using Dunston Community Centre receives a regulated activity; CQC only inspects the service being received by people provided with 'personal care'. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

The management team were taking all steps to ensure vacancies were filled and staffing levels were reflective of the care hours needed. They only accepted new care packages when they were assured enough staff were in place. There were enough staff on duty to cover the care packages. Staff told us the rotas were very well organised and gave them enough time to get to people on time and properly support people.

An active recruitment programme was in place. We found recruitment practices were, in general, meeting requirements. We discussed enhancements that could be made, which the provider immediately started to implement. People and relatives reported they found staff were skilled, knowledgeable and competent.

People told us they were extremely satisfied with the service. People and relatives said staff always went above and beyond in delivering the care. They described how staff were attentive, diligent and they never felt rushed. The provider had developed a culture within the staff team, which people found was like receiving care akin to that delivered by very close and attentive family members. People found the service provided a high standard of care and told us staff working with them were fabulous.

Staff told us the provider clearly understood the difficulties life might present and how these could adversely affect work life so had introduced compassionate and innovative ways to support staff through challenges they might face. People, relatives and staff felt the management team were very responsive and approachable. People and relatives found the service communicated with them extremely effectively.

Medicine management was effective and closely monitored. Staff who administered medicines had the appropriate training. The provider ensured staff had access to ample supplies of PPE and they completed regular spot checks to make sure staff complied with the guidance and best practice.

Staff had received training around the Mental Capacity Act 2005 and associated code of practice and felt

confident applying this in their practice. 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 found the management team had made sure they enhanced people's lives. Staff took steps to safeguard people and promote their human rights. The management team had formed extremely effective working relationships with health and social care professionals, and this had led to many positive outcomes for people and their quality of life.