Heart of the South Cornwall Branch

People's experience of using this service: The service had systems to ensure risks were managed and people were kept safe. People received effective care from a well-supported and trained staff team.

People received personalised care that was responsive to their needs and preferences. 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 understood the importance of respecting people's abilities and promoting independence. Staff had built positive caring relationships with people they supported and their families.

Care plans adopted a person-centred method of supporting people. Information focused on what support was required and people or their representatives had consented to receive support from Heart of the South.

People supported by the service told us they were treated with respect and by caring staff. Comments included, "They have been so supportive of me and making sure my needs are met" and "Having the support here means I can stay in my own house. I feel very well cared for"

Staff were motivated by and proud of the service. One staff member said, "I just feel we do a great job and it means clients don't have to go into a care setting." There was an emphasis on continuous improvement with staff having the opportunity to gain additional qualifications. A staff member said, "We are really encouraged to do more training. The managers are behind us in that."

Staff had opportunities to raise concerns or suggestions and be involved in the development of the service.

The service worked in partnership with other organisations to ensure they followed good practice and people in their care were safe.

The registered manager and management team used a variety of methods to assess and monitor the quality of the service. These included staff meetings, spot checks, auditing of the service and surveys to seek people's views about the service provided.