Sagecare Olsen Court

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.

People were supported by staff who had received appropriate training for their roles and who knew people well. Staff recruitment processes ensured staff were suitable and safe to work with vulnerable people.

There were enough staff to provide consistent care for people. People were supported to maintain their health, and had received health care services when needed. Where needed, staff supported people to prepare food and drink to meet people's dietary needs and requirements.

Staff followed procedures to protect people from infection. They were supervised, and their practice was checked to ensure they provided care that people needed.

People made decisions about their care which were documented in their care plans and respected by staff. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests. The policies and systems in the service supported this practice.

People were supported by kind and caring staff who they trusted. People's privacy, dignity and independence was promoted. Their communication needs were met and understood by staff.

People received person centred care. Staff had a good understanding of people's needs and their individual preferences. Care plans were personalised and took account of people's lifestyle interests. Staff worked flexibly to enable people to maintain their independence and contact with family and the wider community. People had the opportunity to express their wishes in relation to end of life care.

People and staff felt the management team were approachable and responsive. There were systems and

processes in place to assess and monitor the quality of care provided. The manager was aware of their legal responsibilities and notified the Care Quality Commission as required. The views of people, relatives and staff were sought. The manager shared information and learning with the staff team when things went wrong. People were confident complaints would be listened to and acted on.