Shotover View

People's experience of using this service People told us staff were very caring. Staff's high commitment enabled people to receive excellent care from staff who knew them well. Staff supported people in their own time to pursue variety of personalised activities to prevent social isolation and promote their wellbeing. Events were provided that matched people's personal histories and interests. Feedback from people and their relatives showed their lives had been improved and enhanced by the support provided.

The registered manager and staff went the extra mile to provide safe care and support. The registered manager worked closely with the GP and other healthcare professions to ensure the service responded to people's changing needs safely and effectively. People's care was highly personalised and matched their needs, which promoted their wellbeing and improved their quality of life. Staff's compassion and empathy was exceptional and people and their relatives benefitted from this culture, particularly when people approached end of life.

Shotover View was well-led by a registered manager who continually looked for ways to improve people's lives. Staff culture was compassionate and caring and this had resulted in the provision of some exceptional care. The service had a clear management and staffing structure in place. Staff worked well as a team and had a sense of pride working at the service. The provider had quality assurance systems in place to monitor the quality and safety of the service.

People living at Shotover View received safe care from skilled and knowledgeable staff. People told us they felt safe receiving care from the service. Staff fully understood their responsibilities to identify and report any concerns. The provider had safe recruitment and selection processes in place.

Risks to people's safety and well-being were managed through a risk management process. There were sufficient staff deployed to meet people's needs. Medicines were managed safely, and people received their medicines as prescribed.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the procedures in the service supported this practice. People were very well supported to maintain good health and to meet their nutritional needs.