Better Life Care

People's experience of using this service and what we found: Relatives acting on behalf of people, spoke about the caring nature of the service. A relative commented, "The registered manager is very caring. When I was in hospital, they made sure (person's) care was sorted so I could just focus on getting better."

People were kept safe from abuse. Staff were aware of their responsibilities to keep people safe and had attended the relevant training. Risk management plans were in place in mitigate risks to peoples' health and welfare. There were enough suitable staff to meet people's care and support needs. There were safe management of medicines and staff's care practices ensured people were protected from the risk of infection.

People were supported to have maximum choice and control of their lives and staff did support them in the least restrictive way possible and in their best interests; as the policies and systems in the service did support this practice. We found the service acted in accordance with the Mental Capacity Act 2015.

Peoples' care and support needs were fully assessed before they joined the service. This ensured the service could provide effective care. Staff were appropriately inducted, trained and supervised. Consent was obtained before people received care. Staff had a good knowledge and understanding of peoples' dietary needs. There was collaborative work between the service and other health and social care professionals. This made sure people achieved good health outcomes.

Assessments of peoples' care and support needs focused on peoples' specific needs and preferences. However, peoples' preferences for end of life care were not captured. We have made a recommendation about this.

The service met the requirements of the Accessible Information Standard (AIS). This meant people with disabilities or sensory impairment were given information in ways that met their communication needs. The service supported people to participate in social activities they enjoy. Relatives acting on peoples' behalf told us they knew how to raise complaints. Appropriate actions were taken by the service in response to complaints received and this was used to promote learning.

Relatives acting on people's behalf gave positive feedback about the service. A relative commented, "I am over happy. I would not change them (the service) for anything." Quality assurance systems were robust. This was continually monitored and reviewed. The registered manager continued to work in partnership

with community stakeholders and local authorities to ensure people's care and support needs were met.