Housing 21 - Knaves Court

People's experience of using this service: People were supported by a dedicated staff team who were keen to develop their knowledge and experience and were supported by a committed registered manager and management team.

People received support that was exceptionally personalised and responsive to their needs. Staff knew people well. People were holistically supported and felt positive about the impact the support they received had on their life. Strong caring values were embedded in the service. People knew how to and felt able to complain and this feedback was acted upon. No one was currently receiving end of life care. However, staff had delivered a positive palliative care approach in the past.

Staff were consistently supported to be effective in their role and develop their knowledge and confidence. There was continuous learning by staff and following incidents. People and staff were engaged in the service, asked for feedback and ideas which were acted upon. The service was closely monitored and areas for improvement identified. The provider worked in partnership and made links with the local community to the benefit of people using the service.

People had their risks assessed and planned for to help keep them safe. Staff understood their safeguarding responsibilities and knew how to keep people safe. People were supported to have their medicines as prescribed and were protected from the risk of cross infection. Lessons were learned when things had gone wrong.

People had their needs assessed and care plans detailing these were put in place. People had access to other health professional to help keep them well. Staff received training to be effective in their role. People were supported to maintain a diet of their choice. 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.

People were supported by a kind and caring staff team who helped them to remain independent and were treated with dignity and respect. People were involved in decisions about their care and were involved in improving the service.