Enchanting Care

There was a positive learning culture, where the provider was proactive in seeking feedback and implementing learning to make improvements. People and their relatives knew how to give feedback and were confident the provider took it seriously and acted on it. People were protected and kept safe from abuse. Staff were happy to raise any safety concerns and felt they would be dealt with properly. There were enough staff in place. Some improvement was needed to recruitment records.

People were consulted around how they wished their care to be carried out. Staff understood and managed risks related to people’s care, however some risk records needed to be more detailed. Safe systems were in place to ensure medicines were administered appropriately where required by competent staff. Staff worked with stakeholders involved in people’s care to promote the best outcomes and safe transitions when people moved between services. The provider made sure staff received training including condition specific training to maintain high-quality care. Staff cared for people with dignity and respect and promoted their independence. People were treated with kindness and compassion and had a good level of consistency in care staff.

Leaders were visible and supportive, helping staff develop in their roles. The provider was taking action to ensure the manager completed their registration with CQC. Staff felt able to give feedback and were treated equally. Audits were in place and mostly effective, but the provider had not picked up the issues we found with recruitment and risk records. The provider worked during the assessment to rectify these processes and put in place appropriate oversight going forward. The provider worked with stakeholders in the local community to deliver the best possible care and were receptive to new ideas.