YourLife (Glen Parva)

Audits and spot checks were completed, and actions identified when required. People, relatives and staff were asked for feedback on the service via surveys and meetings.

People told us they felt safe with staff and that staff knew them well and completed care in line with their wishes and needs. Staff had been recruited safely and had all the relevant checks in place before they started with the service. New staff completed an induction and training schedule before completing lone working.

People and relatives told us that staff were kind and caring towards the people they supported. People and relatives had a good relationship with staff.

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.

Care plans and risk assessments were completed with details of people's preferences, choices, communication, likes and dislikes. This supported staff to know how to support people well.

Staff supported people to access healthcare services when appropriate and made referrals as required to the relevant professionals such as, occupational therapy, GP's and district nurses.

Staff respected people's right to privacy and promoted people to be as independent as possible. People's communication needs were known by staff and the registered manager could provide documentation in different formats to meet people's needs.

The registered manager understood their role and responsibility. People and staff felt listened to by the registered manager and were confident to raise and concerns or suggestions to them.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk