Big Blue Door

The provider assessed people's needs thoroughly, involving other professionals and families which helped ensure they were confident they could meet people's needs. The provider ensured staff had been provided with training suitable to their roles including a thorough induction and regular refresher training. When required specialist trainers had been brought in to train on the management of some long term conditions. Staff said they felt they had been given the right training and support to care for people effectively. The registered manager and seniors provided regular supervision for staff. Supervision is a one to one meeting to consider the development needs and progress of staff. Staff also felt able to rely on each other for support and guidance.

Relatives praised the kind and caring attitude of the staff. Staff were committed to providing high-quality care which reflected people's preferences and upheld their dignity. Staff took time to understand how to communicate with people and ensured they built up rapport over time which helped to include people in decision making about their care. Staff were knowledgeable about how to support people when they experienced distress and followed good practice guidance in relation to positive behavioural support.

People received highly person-centred care which reflected their needs and preferences. Relatives told us the provider had been involved in reviews and updates about people and care was amended to reflect any changes to people's needs and preferences. Relatives had also been involved in recruitment, which had helped ensure families could identify staff they felt would be most appropriate. The provider had a complaints procedure which they followed when required. Relatives told us they had not felt the need to complain formally but any concerns they may have had been addressed in a timely way.

The provider remained committed to providing high-quality, person-centred care. Staff said they felt the service was well managed and they understood the aims and values of the organisation. Regular audits of care practices and records helped maintain consistency and quality of care. The registered manager

addressed any concerns as they arose through supervision and other staffing procedures where necessary. Families told us they felt fully engaged with the service. The provider continued to work with partner organisations develop and improve care.