Management HQ, Headway Worcester Trust

People's experience of using this service: People and their relatives were extremely happy with the care and support they received from the provider.

The management team and staff developed strong relationships with people and their relatives to ensure they received the right support to improve their quality of life.

People told us they felt safe whilst being supported by staff. Relatives were confident family members were well cared for. The provider supported people with complex needs to live independently in their own homes and to be as independent as possible whilst ensuring they remained safe and well. There was a proactive approach to assessing and managing risk which allowed people to rebuild their life following an acquired brain injury.

The provider promoted an extremely high standard of person centred care which was delivered through the assessment and planning of people's individual and specific needs. Care plans were extremely detailed and informative yet highly personal. They clearly identified the positive outcomes and goals people wished to achieve.

Staff were highly skilled, motivated and knowledgeable in the care and support required for people with an acquired brain injury. They provided flexible care and support in line with a person's needs and wishes. The staff team was consistent and people achieved positive outcomes which exceeded expectations. Staff worked alongside other family members and a range of professionals to provide people with a better quality of life, supporting them to develop in areas such as communication, social interaction and independence.

Medicines systems were organised and people were receiving their medicines when they should. The provider was following national guidance for the receipt, storage, administration, prompting and disposal of medicines.

People were involved in all decisions about the care they received. People had 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 provider was open and approachable which allowed people to share their views and raise concerns. People told us if they were worried about anything they would be comfortable to talk with staff or the management team.

The management structure in the service ensured people and staff had access to, and support from, a competent management team and specialist advisors. The provider monitored quality, sought people's views and planned ongoing improvements.