Respectful Care

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.

People were provided with a wide range of innovative methods to assist them with making decisions about their lives. People told us staff always acted on their views and people felt fully involved with all decisions about their care. People and staff had formed meaningful and respectful relationships and people praised the consistently sensitive and caring approach of staff during personal care. Independent advocates had been used to support people with making decisions. This helped ensure people did not experience discrimination. People's diverse needs were considered when care and support was planned for them.

People's care was exceptionally person centred and focused on providing high quality outcomes for people, in line with their personal preferences. People were supported to lead active lives, if they chose not to take part in activities, innovative and creative methods were used to encourage people to do so within their own home. Technology was used to assist with this process with excellent outcomes for people. This has had a positive impact on many people, reducing the risk of social isolation. There was a sensitive approach to supporting people with planning for their end of the life. People were confident their complaints would be handled appropriately.

Respectful Care is led by an exceptional registered manager who has the well-being of all people at heart. They strive to provide people with the highest possible outcomes. They alongside a dedicated and passionate provider whose aim is to give people the best chance of living at their own home for as long as possible. All staff support this aim; they are motivated and committed and challenge themselves to succeed for people but also for themselves. Staff enjoyed working at the service and they felt able to build a career there. Several internal staff promotions have resulted in staff feeling valued with high staff retention. Robust and high-quality auditing processes were in place, with all decisions made reviewed to ensure action has been taken. Innovative methods were used to ensure that people felt able to give their views about how the

service could be developed and improved. High quality staff performance was rewarded, both internally and recognised through regional awards.

Staff used innovative methods to support people with maintaining their own safety and the safety of others. The risks to people's safety were continually assessed and reviewed without unnecessary restrictions placed on them. People were protected from avoidable harm by staff. Systems were in place than enabled people staff to report concerns. Staff were recruited safely which meant people were not placed at risk of receiving care from unsuitable staff. People's medicines were managed safely. There were clear processes in place to continually review accidents and incidents and to learn from mistakes. Staff understood how to reduce the risk of the spread of infection within people's home.

People's physical, mental health and social needs were assessed and met in line with current legislation and best practice guidelines. Staff were well trained, and their practice was regularly assessed to aid development and improve the quality of support people received. People were supported to lead a healthy and balanced lifestyle. The provider had built effective relationships with external health and social care organisations and people's health was regularly monitored. 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 support this practice.