Community Support Services

People and their relatives felt people were safe and felt confident to speak with staff if they had any concerns. A relative said, "[My loved one] is absolutely safe, without a doubt. They are really well looked after."

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.

Right care Staff provided care to people which was person-centred and promoted people's dignity, privacy and human rights. People's individual choices were recognised and respected. Staff promoted equality and diversity in their support for people. People could communicate with staff as staff understood their individual communication. People were empowered to take part in activities of their choice. People were supported to keep in touch with people who were important to them.

People were protected from the risks of harm, abuse and discrimination because staff knew what action to take if they identified concerns. There were enough staff to provide the support people needed. Staff

understood the risks to people's health, safety and welfare. Risk assessments provided guidance for staff about individual and environmental risks. Further work, including mentoring staff, was being implemented to ensure risks were assessed consistently and this needed to be embedded into day-to-day practice.

People received their medicines safely and when they needed them. Medicines checks were completed each day which helped make sure any recording errors could be addressed quickly.

Right culture The service enabled people and those important to them to work with staff to develop the service. Feedback was requested from people, relatives or health care professionals. Staff ensured the quality and safety of the service had been assessed to ensure people were safe. Safe recruitment practices were followed. Staff knew and understood people well.

The provider and staff worked hard to develop strong leadership. Quality monitoring systems had been developed and embedded. Morale within the staff team was high and staff felt valued.

Since the last inspection, a new senior management team had been recruited. People, relatives, and staff spoke positively about improvements in the leadership of the service. A relative said, "The communication is now brilliant. [Staff] are so responsive."

Checks and audits were being regularly completed. Shortfalls were identified and action taken to address these. New quality assurance processes were being embedded into staff day-to-day practice to ensure a consistent approach was followed.

Most staff empowered people and encouraged them to increase their daily living skills. However, the management had identified some staff required further coaching and upskilling to ensure people were consistently supported.