Evelyn Grace Ltd

Overall, we found the service to be good. People experienced compassionate and responsive care delivered by 2 registered managers and staff who knew them well.

The service was well led, with visible, dedicated and hands-on leadership from the 2 registered managers who worked alongside staff and maintained close relationships with people using the service. There was a good culture of compassion with examples of thoughtful, personalised support that enhanced people’s well-being and quality of life. The registered managers demonstrated a willingness to reflect, learn and make improvements to the service.

The registered managers supported each other and worked alongside staff to build an open and inclusive culture for people, their families and staff. People using the service and staff were confident they could contact the registered managers if they had any issues. The registered managers sought people’s views about the service and learned from the feedback they received.

People were supported by a caring and stable staff team who received training, support and regular supervision. The provider placed an emphasis on staff well-being and ensured staff had the opportunity to develop skills and support people’s individual needs.

People were involved in decisions about their care, and care plans were regularly reviewed and adapted as needs changed. Staff worked closely with health and social care professionals to ensure people received coordinated support, and people and relatives told us communication with the registered managers was open, responsive and reassuring.

Medicines were managed safely, with systems in place to support prompting and administration.

Staff protected people from the risk of harm or abuse and knew how to raise concerns. Staff kept people’s homes clean and followed infection prevention and control procedures to keep people safe.

Staff monitored people’s health needs and quickly sought medical advice in response to any changes. Staff followed professional advice, reviewed outcomes and provided feedback to professionals as and when needed.

People benefitted from a consistent staff team, which included the 2 registered managers, who understood and respected people’s preferences and upheld their dignity. Staff provided person-centred care and knew who and what was important to the people they supported. The registered managers arranged social events to help people feel part of the community. People and their families described care that supported emotional well-being, individuality and a genuine sense of feeling well cared for.

In conclusion, the service was characterised by a positive, values-led culture where people felt safe, cared for and respected, and where the registered managers and staff were committed to providing a consistent quality caring service.