Superb Healthcare

People were not supported to have maximum choice and control of their lives and staff did not support them in the least restrictive way possible and in their best interests; the policies and systems in the service did not support this practice.

People were protected from avoidable harm and experienced safe care from suitably recruited staff, who had been trained to recognise different types of abuse. Staff promoted people's independence whilst effectively mitigating risks to keep them safe. People were supported to take their prescribed medicines safely by staff who prompted and reminded them, in line with their medicines support plans. People were protected from the risk of infections because staff delivered care in accordance with the provider's infection prevention and control policy. The management team analysed accidents and incidents to identify and implement required learning.

People's needs were assessed before they received care to ensure their support needs could be met by the service. People experienced care and support from staff who had been enabled to develop and maintain skills relevant to their role. Staff supported people to eat and drink enough to protect them from the risks associated with malnutrition and dehydration. Staff worked effectively with other health care professionals to effectively access health care services and live healthier lives.

People experienced caring, meaningful relationships with staff who consistently treated them with kindness and compassion. Most people and relatives felt valued by the service and that their opinion mattered. People were treated with dignity by staff who respected their privacy and embraced their diversity and

individuality.

The management team promoted a positive culture within the service, where people and staff felt valued, focused on delivering good care. The registered and deputy managers were proactive and responsive, ensuring the service achieved good outcomes for people, their relatives and staff. The management team assumed responsibility when mistakes had been made and understood their responsibilities to inform people when things went wrong. Staff experienced good support from the management team, who were readily available to provide guidance. Staff felt comfortable to voice concerns, which they were confident would be addressed. The service collaborated effectively with other agencies, including occupational therapists, hospital discharge teams, social workers and other care providers to ensure people experienced good outcomes.