EagleCrest

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. At the time of this inspection EagleCrest was providing personal care to two people.

People felt safe with the care provided to them. Risks associated with care and the environment were identified and assessed. There were enough staff to meet people's needs in a consistent and flexible way. Staff protected people from avoidable harm, were knowledgeable about safeguarding and felt able to raise concerns. Systems were in place to recruit staff safely. Staff administered people's medicines when needed and managed them in a safe manner.

Staff received support to enable them to carry out their roles effectively. New staff received an induction and shadowed the management team as part of this. Systems were in place to ensure information to support people was shared and discussed appropriately with health professionals, where necessary.

Consent to care was sought and staff understood people's rights to make their own decisions. 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 told us staff were kind and caring. They had built meaningful relationships with staff and felt they mattered and were listened to. Staff were aware of the importance of promoting people's dignity and maintaining their privacy.

People's needs were assessed before they began to use the service and care plans were developed from this information. Care plans overall, contained information for staff to support people according to their needs. People and their relative said they would be confident to raise concerns with the management team.

The provider had further developed governance systems which enabled them to have improved oversight of all aspects of the service, although some further development was required. People, their relatives and staff members spoke highly of the registered manager and told us that they were always available and supportive. People were involved in the service development and staff felt able to raise their own views and opinions.