Swanton Community Services – Hertfordshire

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

Right Support: People were not always supported to have maximum choice and control of their lives and staff did not support them in the least restrictive way possible and in their best interests; we have made a recommendation relating to this.

Staff supported people to pursue their interests. However, they were not always supported to develop goals and there was not clear monitoring of progress with them.

People's care plans and risk assessments did not always describe signs people were becoming distressed or how to mitigate this. However, staff we spoke with knew how to support people.

The service gave people care and support in a safe, clean, well equipped, well-furnished and well- maintained environment that met their sensory and physical needs. People had a choice about their living environment and were able to personalise their rooms. Staff enabled people to access specialist health and social care support in the community.

Staff supported people with their medicines in a way that promoted their independence and achieved the best possible health outcome.

Right Care: People's care, treatment and support plans reflected their range of needs. People's care plans and risk assessments were reviewed but we found areas for improvement which the registered manager had not identified.

Staff understood how to protect people from poor care and abuse. The service worked well with other agencies to do so. Staff had training on how to recognise and report abuse and they knew how to apply it.

People and staff told us there were not always enough staff. We have made a recommendation relating to this.

Right Culture: The registered manager did not have full oversight of the service to monitor quality and safety.

People's families did not always feel involved in planning their care.

Staff received an induction and training to enable them to meet people's needs. Staff competencies were completed following induction, but there were not annual competency reviews, we have made a recommendation related to this. Staff felt supported by the registered manager. Staff knew and understood people well.