William and Patrica Venton Centre

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This involves help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

Staff had the skills and knowledge to meet people's needs. Their training was regularly reviewed, and their competency assessed by management. They also received regular supervision to support them in their roles. People had access to health and social care professionals to promote their wellbeing. Their needs were assessed and reviewed. People's nutrition and hydration needs were consistently met.

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 their relative's spoke highly about the quality of staff and the relationships they had built. One person said, "The care I receive is very good. They are kind people, very accommodating." Another told us, "Mine have become my friends. They really care about me." A relative said, "I know care is excellent. They are a help and source of comfort." People's privacy, dignity and independence was continually promoted and encouraged. People felt able to express their views and be involved in decisions about their own care.

People and their relatives told us that staff were very responsive to them and any changing needs. One relative said, "Staff are very responsive and understanding. If I need to know something, I run it past her main carer or office staff." People told us their needs and preferences were consistently met and reviewed regularly. There had been no complaints since the previous inspection, however people and their relatives knew the process and who they could speak to with any concerns. No-one was receiving end of life care at the time of inspection, however staff were exploring people's preferences in advance, to prepare for a time this support may be required.

People, their relatives and staff spoke highly about the new management team. One person said, "The support from Age Concern is very good. I only have to ring the office to get instant action. They are kind and helpful." A relative said, "My relative is very fond of the home care manager. Management is really sharp now. They listen and chat and would I recommend them to anyone."

Vast improvements had been made to the quality assurance systems and people's records since the previous inspection. The registered manager had also joined forums to promote partnership working and continuous learning. The management team sought feedback from people, their relatives and staff to improve the service and have consistent oversight of people's experiences.