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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.

Feedback from people and social care professionals indicated the provider worked well with all concerned. However, there was no written evidence of the communication the registered manager had with others to ensure there was an audit trail. The care people received was good and the registered manager was receptive to the inspection, however there was a lack of insight into what would be expected of them during the inspection process. For example, producing records and policies requested of them in a timely way.

Although we found some shortfalls, people and their relatives were complimentary about the registered manager and the staff member who supported them. They confirmed communication was good and they received consistent caring support. Professionals also provided positive feedback about the service and they were happy with the care people received.

The registered manager worked directly with people using the service developing relationships and reviewing the care people received. 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.

There were procedures in place that guided staff on how to escalate any safeguarding concerns. People and their relatives had not been given the complaints policy and procedure until the inspection process started. However, they all told us they knew they could contact the registered manager if they had a concern.

Where people received support with taking their medicines, this had been carried out in line with good practice guidance. Staff had training and followed good practice guidance around infection control. People

told us staff wore protective personal equipment.

There was one new staff member who had received an induction and was accessing training to enable them to perform well in their roles. People were encouraged to meet their nutritional and health care needs. The provider worked with external professionals to ensure, when needed, people had access to health and social care services.