266 High Road

People's healthcare-associated risks were identified and assessed. People's needs were assessed before they received care from the service. People's dietary needs were met effectively. People's needs were met by staff who were well trained and received regular support and supervision. We found supervision recording was not always consistent. We have made a recommendation about recording formal supervision.

People and a relative told us staff were caring and were treated with respect and dignity. People and their relatives were involved in making decisions regarding their care. People were supported to remain as independent as possible.

Care records were up to date, and person centred. People's cultural and religious needs were respected when planning and delivering care. Discussions with the registered manager and staff showed they respected people's sexual orientation so that lesbian, gay, bisexual, and transgender people could feel accepted and welcomed in the service. The provider had a complaints procedure in place and people and relatives knew how to make a complaint.

People, a relative, and staff told us the management of the service were supportive. Staff told us they felt well supported by the registered manager. The service had quality assurance processes in place. The service worked with other organisations to improve people's experiences.

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.