Vestacare

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 received personalised care that took account of their needs, wishes and preferences. Senior staff were committed to about providing a quality person centred service. Staff spoken with shared that passion and commitment.

Staff were aware of their responsibilities to safeguard people from abuse. There was a positive, person- centred approach to risk management. Risks to people were identified and well managed. Safe systems of recruitment and medicines management were in place. Staff had received training and supervision about Covid-19, infection control and use of personal protective equipment (PPE).

Staff received the training and support they needed to carry out their roles effectively. Staff spent lots of time getting to know people before they started to use the service. The assessment process was very detailed, person centred and covered all aspects of what was important to and for the person. People's apartments had been adapted and decorated specifically to suit their needs and preferences. Where people needed staff support when they became upset or angry, managers and staff were proactive in ensuring people received the support they needed.

Staff were caring and spoke very fondly of the people they supported. They knew people really well and spoke respectfully about them. People and their relatives were listened to and their choices were respected. Where people did not use words to communicate, care records included information about how they expressed their needs, choices and preferences.

The service was following the Accessible Information Standard (AIS). Support plans and risk assessments were person centred, and covered people's identified needs and preferences. They accessed a wide range of

activities within the community.

The service is required to have a registered manager in place. The location did not have a registered manager. Where satisfactory steps have not been taken to recruit one within a reasonable timescale this can be a limiter on the rating for Well-led. However, the provider had taken satisfactory steps in a timely manner to recruit a new manager, who had started the process of applying to register with CQC.

Relatives were very positive about the way the service was managed, the staff and the care and support provided. The provider had good oversight of the service. Systems of daily, weekly and monthly meetings and quality assurance checks and audits were in place.