Personalized Care

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. There were seven people receiving personal care at the time of our inspection.

Relatives and staff we spoke with all told us people received exceptionally responsive care.

The service was extremely well led. The provider and manager were involved in every aspect of care provision and were supportive and accessible to people, relatives and staff.

People, relatives and staff were fully engaged in service development and asked for their ideas and feedback and these were acted on. There were effective quality assurance systems designed to continually improve the service.

Care and support was planned and delivered around the person so their individual needs and preferences were met. People were active and could follow their interests and hobbies. People were encouraged to have aspirations and were supported to set new goals and encouraged to continually learn and develop new skills.

Staff had the training and skills required to meet people's needs. Staff were employed for person specific roles and matched with people's interests and personalities where possible. Managers and staff placed great importance on effective communication. They carried out comprehensive and detailed assessments of people's needs until they understood people's communication needs.

People were safe because staff knew people well and understood their behaviours as attempts to communicate unmet needs. Staff were trained to anticipate distressed or risky behaviour and knew how to prevent this through activity and distraction techniques. Risk was identified and managed. There were enough staff to meet people's needs and keep them safe. Staff managed people's medicines in a safe way and supported people to access the healthcare and support services they required.

People were supported to have maximum choice and control of their lives and staff them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Managers and staff were highly motivated and compassionate. They were proud to work at the service and proud of the difference they had made to people's quality of life and of the achievements of the people they supported.