Your Serenity Limited, Room 6

Staff assessed all aspects of people's physical, emotional and social needs and delivered support wo ensure these were met to consistently achieve good outcomes for them. The registered manager effectively operated a system of spot checks, supervision, appraisal and staff meetings, which supported staff to deliver care based on best practice. Staff emphasised the importance of eating and drinking well and reflected best practice in how they supported people to maintain a healthy balanced diet. Staff worked in partnership with healthcare professionals to make sure care and treatment met people's changing needs.

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.

People experienced caring relationships where staff treated them with kindness and compassion in their day-to-day care. People were supported to make decisions about their care and these choices were respected by staff. Staff encouraged people to maintain and develop their independence, and to direct their own health and care whenever possible.

People were placed at the heart of the service and experienced individualised care, which was responsive to their needs and reflected their choices, preferences and wishes. Staff felt valued and well supported by the registered manager who had created an open and honest culture, which reflected in the approach of the staff. Staff spoke passionately about the people they supported and strove to achieve good outcomes for

them. At the time of inspection, the service was not supporting anyone with end of life care. When the service had supported people at the end of their life, they had received extremely compassionate care, which respected their wishes to remain at home and ensured they experienced a comfortable, dignified and pain-free death.

The service was well organised and well managed. People, staff and professionals described the registered manager as an inspirational manager. The registered manager understood their responsibilities to inform people when things went wrong and the importance of conducting thorough investigations to identify lessons learnt to prevent reoccurrences. The governance structure of the service ensured there were robust measures to monitor quality and safety of the service. Quality assurance was embedded within the culture and running of the service, to drive continuous improvement. The registered manager had developed effective partnerships to ensure people experienced the best possible outcomes.