Sterling Support Services

People's needs were assessed before they began using the service, but their preferences were not recorded. People were supported to eat and drink but their preferences around diet and recording of specific dietary needs were not recorded. People were not supported to have maximum choice and control of their lives and staff did not support them in the least restrictive way possible; the policies and systems at the service did not support this practice. Staff received inductions and training in their roles. Staff also received supervisions. Staff worked with other agencies, including healthcare professionals, to the benefit of people's care. The outcomes for people did not fully reflect the principles and values of Registering the Right Support for the following reasons; people's care plans did not indicate their preferences and therefore were not person centred. There appeared to be little input from people into their care plan completion.

Relatives told us people were treated well by staff. The service was inclusive and promoted people's human rights. Relatives told us they had input into people's care and treatment though documents were not always signed. We have made a recommendation about this. Relatives told us people's privacy and dignity were respected, and their independence promoted.

Care plans provided guidance for staff on how to best work with people but did not record people's preferences. Records indicated that people were supported to complete activities they enjoyed. The service had not recorded or identified the best methods in which to communicate with people in a personalised way. Relatives told us they knew how to make complaints but had not needed to do so. The service was not supporting people with end of life care.

Relatives and staff spoke highly of the registered manager. The service completed quality assurance processes in the hope of providing continuous improvement to people's care and ensuring their safety, though this had not identified the shortfalls we found at the inspection. Relatives and staff were able to give

feedback to the provider through meetings. There were plans to implement people, relatives and staff surveys to drive improvement.