New Horizon Care

Risks were being assessed, and measures were in place to reduce the risks of avoidable harm and abuse. Where we had identified improvements needed in risk assessments, we were assured this was being addressed. Incidents, safeguarding concerns and complaints were analysed and lessons learned to reduce future risks. However, further improvements were needed to ensure monitoring and analysis of incidents where people had become distressed to ensure they were sufficiently robust and effective. People received the support they required with their medicines, and these were regularly reviewed. People were supported to maintain good health and well-being and received good clinical oversight and support with complex health needs. Staff were deployed in sufficient numbers to meet people’s needs and keep them safe, though some people and relatives had concerns around staff consistency and skills in some services. The registered manager was aware of this and had identified improvements at the time of our inspection visit.

People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People’s consent was sought and they were supported to identify and achieve meaningful goals and aspirations, including hobbies and interests. People were enabled to be as independent as possible. People had choice in their care and were encouraged to maintain relationships with family and friends. There were systems in place for people and their representatives, where appropriate, to give feedback about their care, including making complaints. The provider and registered manager had developed systems to maintain good oversight of the service. They used lessons learnt to develop and improve the service. Overall, people and relatives had confidence in the management team and felt any issues were quickly responded to and resolved. Staff were mostly positive about changes in leadership and management as bringing much needed stability and improvements. Staff supported the provider’s values of people being in control and at the centre of their care. They were committed to enabling people to achieve the best possible outcomes from their care and support.