Forest Gate

Staff were supported in their role with training and supervision. People's care needs were assessed before they began to use the service. Staff supported people with their nutritional, hydration and healthcare needs.

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.

Staff demonstrated they knew people and their care needs well. People and their representative told us staff were caring. The provider and staff understood how to provide a fair and equal service. People were involved in their care planning and were encouraged to make choices. Staff understood how to maintain people's privacy, dignity and independence.

Care plans were detailed and personalised. Staff understood how to provide a personalised care service. The provider understood how to meet people's communication needs. People were supported to maintain contact with family and friends. There was a system in place for people to make a complaint.

People, their representative and staff spoke positively about the leadership in the service. The provider had a system to check the quality of the service provided and to identify areas for improvement. There was a system to obtain feedback from people using the service and staff. The provider worked jointly with other agencies to achieve good outcomes for people.