A Peel Ltd

People's experience of using this service: The provider's governance systems to check the quality of the service provided for people were not consistently effective and required some improvement.

People and relatives told us they felt the service was safe and there were sufficient numbers of staff that were safely recruited to support people. Staff had completed induction training that included safeguarding, medication, health and safety and moving and handling. Staff had access to equipment and clothing that protected people from cross infection. People were protected from potential risk of harm; risk assessments were in place and staff knew how to support people's individual needs to ensure they provided a consistent level of care. People's care and support needs were assessed to ensure the service provided could meet their individual need.

Staff received ongoing training they required to meet people's needs. People were supported to access healthcare services to ensure they received ongoing healthcare support. People, as much as practicably possible, had choice and control of their lives and staff were aware of how to support them in the least restrictive way.

People were supported by kind and caring staff that knew them well. Staff encouraged people's independence, protected their privacy and treated them with dignity.

People were supported by staff who knew their preferences. Complaints made since the service started had been investigated and resolved. People and their families knew who to contact if they had any complaints.

People and their relatives views were sought about the quality of the care being provided. Staff felt supported by the management team.

People, their relatives and staff were happy with the way the service was managed and the provider worked well with partner organisations to ensure people's needs were met.

The service did not meet some of the characteristics of Good in one key question and more information is in the detailed findings below.