Housing 21 - Queensridge Court

People's experience of using this service: People and relatives told us they felt safe in their flat and with staff. People were supported safely and protected from harm. There were systems in place to reduce the risk of abuse and to assess and monitor potential risks to individual people. The management of medicines was safe, staff had completed training and audits were completed. Staff followed infection prevention and control guidance when supporting people. Lessons were learnt, through accident, incident, safeguarding and complaints. These were shared with staff members to ensure changes were made to staff practice, to reduce the risk of further occurrences.

There were enough skilled and experienced staff to meet people's needs. An induction was completed by new staff. Staff received appropriate training and support to enable them to perform their roles effectively. Recruitment processes were in place and followed.

Staff involved healthcare professionals to support people's health needs where required. People received support, with eating and drinking, when needed. 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 gained people's consent before providing support.

People and relatives said staff were kind and caring. The registered manager and staff team were extremely focused on people's human rights being respected and people living the life they wished to live. Staff showed a genuine motivation to deliver support in a person-centred way and described how individual people preferred their support delivered. Staff told us about the importance of treating people with dignity and respect. Initial assessments were carried out to ensure people's needs could be met. Support plans showed people were involved in their support and they contained appropriate detail for staff to provide effective care and support.

People, relatives and staff had the opportunity to provide feedback about the service. Information was provided so people knew who to speak with if they had concerns. There was a system in place to respond to any complaints. The registered manager worked in partnership with other services to support people quality of life, when needed. Effective systems were in place to monitor the quality of service and action was taken where areas for improvement had been found.