Kent SCP (Bowles Lodge)

People spoke highly of the staff that supported them who knew them well. Staff were kind and caring whilst promoting people's privacy and dignity. One person said, "I think the staff are very very nice, lovely girls."

People's needs were assessed with them prior to receiving support either within Bowles Lodge or within the local community. Care plans were individualised detailing how people wanted their needs met. Care records were kept under regular review to ensure they continued to meet people's needs.

Staff followed guidance to minimise potential risks posed to people within their flat, home or in the local community. Staff worked alongside health care professionals to ensure people remained as healthy as possible.

There were enough staff to meet people's needs. Staff had been recruited safely and received continuous support and supervision from their line manager. Staff used gloves and aprons when these were needed to protect people from the risk of infection. Medicines were safely managed, and people received these as prescribed.

Staff received a comprehensive induction into the organisation before working with people. There was a continuous training and development plan in place for staff to ensure they were trained to meet people's 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. People's choices were respected, and staff understood people with capacity had the right to make unwise choices.

People's views were sought and acted on to improve the service they received. Complaints were used as a

learning tool to improve and prevent a reoccurrence. Systems were in place to monitor the quality of the service people received; action was taken when shortfalls were identified.

People had access to services within Bowles Lodge such as, a gymnasium, hairdressers and shop. There were strong links with the local community and regular group sessions were held within Bowles Lodge for people to access.