Page Alliance Healthcare Limited

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. Consent to care was sought and recorded; staff understood people's rights to make their own decisions. Staff received appropriate training and support to enable them to carry out their roles effectively and safely. New staff received an induction and shadowed the management team as part of this. Systems were in place to ensure information to support people was shared and discussed appropriately with health professionals, where necessary.

People's needs were assessed before they began to use the service and care plans were developed from this information. Care plans overall, contained information for staff to support people according to their needs. Some care plans needed strengthening to ensure they contained more detail about people's care. Action was taken to address this at the inspection. People told us staff were caring, treated them well and respected their privacy and dignity. Staff were described as very kind and patient. Care plans showed people had been involved in their care planning and in regular reviews. Staff promoted people's independence and knew people's needs well.

The provider had a system in place for responding to people's concerns and complaints. People's relatives told us they felt confident to raise any concerns. Staff were aware of people's rights to make complaints. Procedures were in place to learn from incidents and actions taken to improve the service were recorded. People were treated with compassion. People who required palliative care were supported by staff with experience of this to ensure personalised end of life care.

People thought the service was well led. The registered manager and nominated individual were clear about their vision for the service, and ensured they shared this with the staff team. There was an honest and open culture; regular discussions with people, relatives and staff took place. Compliments and surveys showed people were happy with the service they received. Quality assurance systems were effective and identified

where the service needed to improve. The registered manager and nominated individual were responsive to any issues raised during the inspection and demonstrated a passion and enthusiasm for driving improvements in the service.