ECL South Essex

People's experience of using this service: The service benefited from outstanding leadership. The management team demonstrated a commitment to continuous learning and development to drive improvements and deliver an excellent service. Lessons had been learned from past failings and robust systems and processes were in place to ensure the quality and safety of the service. The provider recognised that the retention of staff had a positive impact on the quality of care people received so had introduced various incentive schemes to recognise good practice and show staff they were valued. Consequently, people received support from a well trained staff team who were motivated and committed to providing good quality care.

Staff shared the same vision and positive values, were kind and caring and regularly went the extra mile. People were spoken to courteously and treated with dignity and respect. People were included in decisions around their care and support and received regular reviews of their support package.

The provider was committed to protecting people from harm and abuse with excellent safeguarding mechanisms in place. Risks to people had been identified and staff had a good knowledge of how to keep people safe from avoidable harm. People were supported to take their medicines in a safe way by staff who had been trained and assessed as competent.

Support was planned and delivered in a structured way to ensure people's safety and welfare needs were met. Staff had access to up to date information about how to support people safely and effectively and to promote their independence.

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.

We made a recommendation about mental capacity assessments.

The service demonstrated a positive and open approach to concerns and complaints which were taken very seriously and thoroughly investigated. The service was committed to ensuring people were happy with the service they received.

There was a high level of engagement by the provider with people, commissioners and staff. Feedback from people and staff was regularly sought and used to drive improvements in safety and quality.