Katherine Harriet

People's individual needs and requirements were assessed before their care started and then kept under review. Staff received an effective induction and ongoing training and support to enable them to fulfil their roles. People had support to prepare meals and drinks where they needed this. Staff helped people seek prompt professional medical advice and treatment if they were unwell. 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.

Staff knew the people they supported well and treated them with kindness and compassion. People and their relatives were encouraged to express their views on the care provided. Staff protected people's privacy and dignity at all times.

People's individualised care plans provided staff with clear guidance on their care needs and promoted a person-centred approach. People and their relatives were clear how to complain about the service. Staff worked with community health and social care professionals to ensure people's end of life care needs were met.

The management team promoted person-centred care and open communication with people, their relatives, community professionals and staff. Staff felt well-supported and valued by an approachable management team. The provider carried out regular audits and checks on the quality and safety of people's care.