Housing 21 - Gildacre Fields

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's needs were assessed before they started receiving support from the service. Staff received regular training and felt supported through scheduled supervisions and annual appraisals. People's nutritional needs were met and they had access to 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 treated people with dignity and respect. One person said, "The staff are very good, if I need anything, they are there. They always ring the door bell and let me know who is outside before entering" People were encouraged to maintain their independence where possible. Information about advocacy services was available for people. The manager told us they would support people to access appropriate advocacy services if they needed them.

People's plans of care were person-centred and detailed to inform staff how they wished to be supported. People and relatives knew how to raise any concerns, and any complaints received were fully investigated and subsequent action was taken.

People and relatives were happy with the service and felt it was managed well. 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.