The Rosemary Foundation (Office)

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.

The service was passionate about supporting people with their end of life care in the way that they wanted. They had created a team of enthusiastic and dedicated staff and volunteers. Staff turnover was low, and people and relatives told us they were supported by staff who knew and consistently met their needs. Staff had the skills, knowledge and experience required to support people with their end of life care. The service used practical and creative ways to teach staff care skills and put this into practice to provide high quality care.

People, relatives and professionals were overwhelmingly positive about the person-centred support people received. The feedback emphasised how varied and person specific the support is. People's care and support was planned proactively and in partnership with them.

People and relatives said staff were respectful, friendly and extremely conscientious. Staff had a strong emphasis on encouraging and empowering people to be supported with the end of life care they wanted. We saw evidence of the care the service took to ensure people's beliefs were respected and supported.

Staff worked in excellent partnership with other organisations, groups and healthcare professionals to make sure they followed good practice and people received high quality end of life care. The management team used a variety of methods to check the quality of the service and develop good practice. They were extremely proactive in encouraging people to discuss how their support could be improved or raise concerns.

Staff were aware of people's individual preferences and had the skills, knowledge and ability to meet their

dietary requirements. Medicines were managed safely, and people received them at the times they needed them. Staff understood the importance of supporting people to have a comfortable, pain free and peaceful end of life. The service was exceptionally flexible and fluid in providing care at very short notice. The service had a strong bereavement support programme which was offered to anyone who had been affected by the loss of a person.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. The registered manager provided excellent leadership and showed empathy and a real desire to promote the best outcomes for people. All staff had a clear vision of what was required of them and focused strongly on doing so.

There was a clear and supportive staffing structure and lines of responsibility and accountability. Staff were highly competent and experienced. The service was involved in joint operational meetings with colleagues from the local hospice, community nursing services and social care.