Main office

People were supported by staff who had been recruited safely. They told us they received support from regular care staff who arrived on time. They said they did not feel rushed. People were protected from the risks of abuse and discrimination by staff who had been trained to recognise the signs of abuse and knew how to raise any concerns. The registered manager reported incidents to CQC and the local authority in line with guidance.

Risks to people's safety were assessed, managed and reviewed. Risk assessments covered areas of people's health as well as any potential environmental risks. People received their medicines safely and as prescribed. Staff were trained in medicines management and their competency was regularly assessed to make sure they continued to follow best practice.

There were clear processes in place to ensure people were protected from the risks of infection. Staff completed infection prevention and control training and spoke with us about the importance of wearing personal protective equipment (PPE) correctly. Staff had access to PPE and followed national guidance regarding the COVID-19 pandemic.

People's care and support needs were discussed with them and tailored to meet their individual needs. Care plans were regularly assessed and updated as needed to make sure staff had up to date guidance to follow.

People knew how to complain and were confident, if they had a concern, these would be addressed. When the service received complaints and compliments from people, these were shared with staff.

People and their relatives felt the service was well-led. The registered manager led by example and monitored the quality and safety of the service. People, relatives, health care professionals and staff were asked to provide feedback to enable the registered manager to continue to drive improvements.