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People's experience of using this service: Everyone we talked to, without exception, spoke very highly of the service, its staff and how it was managed. People told us staff were extremely caring and kind, and talked about having close relationships and friendships with them. People told us their privacy and dignity were always respected and that staff helped and encouraged them keep their independence.

People's needs and wishes were met by staff who knew them very well. There was a consistent staff team with people supported regularly by the same care giver. This ensured continuity of care. All the staff we spoke with showed a great commitment to supporting people in a person-centred and individualised way. Care plans were highly detailed and gave clear guidance on how each person wished to be supported in a manner that was unique to them. These were reviewed regularly.

Staff told us they loved their job and were proud to work for the organisation. They said they felt listened to and supported by the management team, who cared for them and their wellbeing. There was a positive workplace culture, as the organisation valued, encouraged and praised its staff.

Staff and management were well trained and had the support and supervision they needed to carry out their roles effectively. Both the registered manager and managing director were a visible presence within the service and led by example.

Staff were aware of how to report any concerns about neglect or abuse and were confident they would be addressed. There were systems in place to ensure only staff who were suitable to work with vulnerable people were recruited. The management team were committed to employing people who shared the values of the organisation. Where possible they 'matched' staff to people, so that they were supported by staff who shared the same interests. The registered manager told us, "We are quite specific about the people we employ."

People were supported safely and risks regarding their care were assessed and met. Staff took measures to prevent and control the spread of infection. There were systems in place for the safe management of medicines so that people received their medicines as prescribed.

The service had recently introduced electronic medicines records. The service was innovative and forward

thinking. There were quality assurance processes in place and information from accidents, incidents, complaints, audits and feedback was used to deliver a high quality service and drive improvement.

People felt very involved in their care and were regularly contacted by the management team to check that the care they were receiving was as they wished and of a high standard.

The service had a strong community involvement, including an advice column in a local magazine, sponsoring a local café, speaking at dementia workshops and charity work. Staff told us they were proud to work for an organisation that promoted and encouraged work within its local community.