Hales Group Limited - Grimsby

People were protected from avoidable harm and abuse by staff who could identify and report safeguarding concerns. People's medicines were administered as prescribed and audited regularly. Staff understood people's needs and risks to their safety. Risk assessments guided staff on how to safely meet people's needs.

There were enough skilled and experienced staff to meet people's needs. The provider's induction and ongoing training helped ensure staff had the skills and knowledge to support people. Recruitment processes were in place and followed which ensured only suitable staff were employed.

People spoke positively of their relationships with staff. Staff respected people as individuals, had a positive approach to equality and diversity and promoted people's independence.

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 contained information that supported staff to provide person-centred care. Staff worked with professionals and followed their advice, to ensure people's needs were met. People were encouraged to maintain important relationships. People had end of life care plans in place which identified their wishes.

People were confident their concerns or complaints would be addressed promptly and processes in place supported this.

The registered manager had an open and honest approach and supported staff. The registered manager used audits to monitor the quality and safety of the service. They listened to people's feedback and responded to issues and concerns to continually improve the service.