Cynosure Healthcare Services Ltd

The policy for the safe management of medicines was not followed. Records used to record the medicine people were prescribed and its administration were not completed in full. Decisions made in people's best interests in relation to their medicine were not fully documented and did not provide clear guidance for staff.

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 required improvement to ensure best interest decisions were supported by clear guidance for staff.

Family members told us staff were kind and caring. They spoke of the positive impact staff had on their relative's day to day life. A family member told us, "I can hear chuckles and laughing, it is so nice when they [staff] are cooking and are asking what my relative wants for dinner."

A family member told us how their relative's cultural needs were met by staff who had learned to prepare culturally appropriate meals. They told us, "Staff are very good. I wish you could see how patient staff are. Staff have learnt how to cook Jamaican food."

Potential risks were assessed, and people's care records provided information for staff as to how to reduce risk and provide safe care. People were cared for by staff who had been assessed as to their suitability to provide care, and who had been provided with training to promote safety and meet people's needs. Staff were aware of their role and responsibilities in reporting concerns about people's safety and welfare.

Family members spoke positively as to the quality of care provided and good communication between themselves, care staff and office-based staff, which included the management team.

People's views as to the quality of the service were sought. Staff were supported to undertake their role, which included supervision and by attending staff meetings. The registered manager liaised with other professionals and organisations to share information and improve the service provided.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk