Hales Group Limited – Essex

People received care and support that was safe and there were enough skilled and competent staff deployed to meet their needs. This meant people were supported to live safely. Risks to people’s health and wellbeing were assessed, monitored and recorded by management and staff as required. Accidents, incidents and safeguarding concerns were reported, investigated and recorded appropriately.

Staff encouraged people to be independent to do things for themselves wherever possible. People told us they were supported to have choice and control and make decisions about how their support was provided. This promoted people’s quality of life and self-esteem. People and their relatives told us staff delivered good care and support in a friendly manner. People told us that staff’s attention to detail made all the difference. Staff acknowledged people's rights to privacy, dignity and confidentiality and people told us they felt respected. People and their relatives said staff were compassionate and caring about the people they provided a service to.

The management team was responsive to people's needs and assessed, reviewed and appropriately adjusted people's care plans as necessary to help ensure their needs were always met. This included any communication needs. Staff provided centred care and people were given choices and supported to continue their own personal routines and interests. People’s relatives had access to enough appropriate information about the service to make their own decisions regarding whether they wished to use it. Any complaints had been recorded and investigated appropriately.