Serendipity Healthcare Ltd

People's preferences and choices had been identified in their care plans and care records had been regularly reviewed and updated to reflect people's changing needs. Staff had completed mandatory induction training prior to delivering services to people, staff regularly refreshed and updated their training. Staff worked with other agencies to ensure people had access to healthcare and support.

People spoke positively about staff and were involved with their care planning including how they wished to be supported. Staff understood how to promote people's independence and respected people's privacy and dignity.

People received personalised care during their visits that was tailored to their needs and preferences. People and their relatives told us they knew how to complain and were regularly given opportunity to raise any concerns. The service had received many compliments about the care staff had provided.

The registered manager had quality assurance systems in place which ensured all aspects of the service were regularly audited. There was a positive, person centred approach to the planning and provision of people's care, this was demonstrated by the staff knowledge and understanding of the people they were supporting.

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.