Care Choice North West Limited

People told us their lives had greatly improved due to the consistent support they received from staff. Achieving desired outcomes and providing truly individualised care and support was central to care planning and delivery. Professionals spoke extremely highly of the person-centred care and innovative methods used by the service.

It was evident the values held by staff had been cascaded down from the registered manager who showed great passion for making a difference to people's lives. There was a strong emphasis placed on empowering people and involving them in the running of the service. The registered manager was continuously looking at ways to improve the quality of care and had been highly praised by professionals for their collaborative working. Due to the excellent working relationships between staff and health and social care professionals, people received a package of care that was right for them.

People told us they felt safe with the staff who supported them. Staff knew how to recognise abuse and were confident reporting safeguarding concerns. Risks to people had been identified and plans were in place to manage these. There were enough staff with the right skills, knowledge and experience to meet people's needs.

People's needs had been holistically assessed and guidance was in place for staff to follow to ensure they delivered effective care and support. Staff received a detailed induction and on-going practical training to ensure they maintained the right skills to provide individualised care and support. Staff spoke highly of the training and support they received.

People were supported to live healthier lives. Staff educated people and family members about healthy eating and supported people with meals where needed. People were supported to access health care appointments and staff followed guidance from health and social care professionals.

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.

People and family members spoke highly of staff and how kind and caring they were. Staff took time to chat and get to know them and it was evident positive relationships had been developed. People were treated with dignity and respect and staff understood the importance of keeping information private.