Tetra Live - in Care

People were happy with the staff who supported them and told us they were kind and compassionate. One person said, "[Staff] really goes out of his way." The service wanted people to have good working relationships with the staff who supported them and acted promptly to find alternative staff if people wanted someone else to support them. Staff treated people in a respectful manner and did not discriminate against people.

People were involved in the preparation of their care plan and care was personalised. People's preferences were respected, and people were supported by attentive staff who knew their likes and dislikes. Where people were not happy with any aspect of care the service actively listened and aimed to resolve it to the person's satisfaction.

People and staff felt the management of the service were committed to providing a quality service and were available for support whenever they were needed. The management of the service had improved the quality of audits to monitor the quality of the care and they regularly sought feedback from people who used the service and from their staff. The management actively met with other organisations and charities who specialised in spinal injury to build community links and knowledge.

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.