Housing 21 - Keelboat Lodge

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

There were systems in place to keep people safe. Staff safeguarded people from abuse where possible. Risks to people's health, safety and well-being were managed. There were enough staff to meet people's needs and safe recruitment processes were followed. Medicines were safely administered and managed. The provider learned from previous accidents and incidents to reduce future risks.

People's needs were assessed before they received support. Staff received regular training and were supported through regular supervisions, observations and annual appraisals. Staff supported people with their nutritional needs and to access a range of health care professionals. 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 supported people in a respectful, dignified manner. One relative said, "They [staff] always talk nicely to my [family member] and show respect." People were encouraged to maintain their independence and had access to advocacy services.

People received person-centred care. Care plans detailed how people wanted to be supported by staff with different tasks. Complaints were investigated and actioned. People and relatives knew how to raise any concerns and felt confident in doing so.

People and relatives were happy with the service and felt it was well-managed. The registered manager promoted an open and honest culture and was approachable. The provider had an effective quality assurance process in place which included regular audits. People and relatives were regularly consulted about the quality of the service through surveys and meetings. Staff were involved in the ongoing development and improvement of the service through regular meetings.