YourLife (Virginia Water)

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.

There were enough staff employed to provide people with care in line with their assessed needs. The registered manager monitored care visits and ensured staff could access management support in case of any emergencies. The provider had safe systems for recruiting new staff.

People received person-centred support provided by staff who shared the service values of promoting people's independence, dignity and respecting their choices. People were involved in their care and staff promoted their choices. Staff supported people to enable contact with families, access healthcare services and enjoy social interaction and activities that matched their preferences.

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.

The service was well-managed. The registered manager regularly supported staff with training and supervision and completed audits and checks in key areas of the service. We saw improvements were made when issues were identified. People and their relatives told us they felt listened to and found the management to be approachable, open and transparent. Staff told us they felt supported by the provider.