Your Life (Ely)

At the time of our inspection staff were providing personal care to two people.

People's experience of using this service: Risks to people were identified and managed well. Staff understood what safeguarding people meant and knew the reporting mechanisms if they should be needed. One person told us, "[Staff] always arrive when I want them to and never leave early." The provider had robust recruitment procedures to ensure there were enough staff with the right skills to keep people safe.

People were supported to take their medicines as prescribed by trained and competent staff. One person said, "[Staff] prompt me to make sure I have taken my medicines." Lessons were learned when things did not go quite so well. Infection control systems promoted good hygiene standards.

Staff received the support they needed including shadowing experienced staff, training updates and regular supervision. People's needs were met by staff who had relevant skills. One person told us that staff knew them ever so well. People's independence was upheld. People were supported to eat a healthy balanced diet. Staff enabled people to access healthcare support by working well with others involved in people's care. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People were cared for by staff with sincerity, kindness and compassion. Staff knew people well and they promoted people's privacy, dignity, culture needs and independence. People had a say and choice in who and how their care was provided. One person told us, "I decided what care I needed and that is exactly what I get, perfect care."

People's care was person centred and based on what was important to them. People's concerns were satisfactorily dealt with and acted on before they became a complaint. Compliments were used to identify what had gone well. Systems were in place to meet people's end of life care needs and help ensure a dignified and pain free death.

The registered manager promoted and supported an open and honest staff team culture. Staff upheld the provider's values by enabling people to live fulfilling lives. Governance and oversight of the quality of the service was effective and helped drive improvements. People had a say in how the service was run and developed. People received care that worked well and was coordinated where others were involved including community nursing teams and GPs. One person told us, "I would absolutely have no hesitation in

recommending the service to anyone. I am very happy living here."