Home Support Matters Beccles

When people required medicine support, this was provided by staff who had received the required training and competency checks. Medicine records were checked to ensure they met current best practice.

Staff had received the required knowledge and training for their roles, this included when specialist training was required on a bespoke basis. Any new staff had a planned induction, which included training and support from experienced staff. Best practice guidance was embedded into the training and care planning.

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. Staff knew the importance of asking for consent and promoted this.

People had detailed care plans which reflected their individual needs. Health care was promoted to ensure people received the best care at the right time. Staff worked with professionals to include any specific needs into the planned care. Some people had support with their meals. Any preferences or dietary requirements were detailed and shared with staff to ensure people received enough food and drink for their needs.

There was a complaints policy included in the service user guide placed within each home. We saw any concerns raised had been addressed and responded to formally. There was no one who was receiving end of life care, however staff had received training in this area and were able to provide this service when required.

Staff had established positive relationships with people, and this had resulted in kind and considerate care being delivered. Consideration was made to preferences of gender to maintain people's dignity. Choices about care and daily routines were respected.

The provider and registered manager completed a range of quality checks on the service provided. This included reviews on the service, records and the data in relation to the calls people received. Any areas identified from these reviews were addressed and changes recorded and shared with staff. People's views were sought, and any aspects used to drive improvements. There were clear partnerships which had been developed with professionals and community organisations. The registered manager was open and ensured we received any notifications in relation to events or incidents.