Panacea Care Services

People experienced excellent continuity and consistency of care from designated staff who made them feel safe. People received safe care and were protected from avoidable harm by trusted staff, who had completed safeguarding training and knew how to recognise and report abuse. Staff effectively identified risks to people and managed them safely. The registered manager ensured enough suitable staff were deployed to meet people's needs. Staff underwent a robust recruitment process, which explored their conduct in previous care roles to assure their suitability to support people. People received their medicines safely from staff, in accordance with recognised guidance. People and staff consistently praised the registered manager for keeping them fully informed regarding changes in government guidance relating to infection control during the pandemic. Lessons from accidents and incidents were used to drive improvements in the service.

Staff assessed all aspects of people's physical, emotional and social needs and ensured these were met to achieve good outcomes for them. The registered manager effectively operated a system of spot checks, supervision, appraisal and monthly 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 effectively with healthcare professionals to make sure care and treatment met people's changing needs and achieved good outcomes. Staff were very kind and caring in their approach, respecting people's individuality and promoting their independence. People were fully involved in decisions about all aspects of their care, which made them feel valued.

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 and well organised. The registered manager was highly visible and provided clear and direct leadership, which inspired staff. The registered manager had the skills, knowledge, and experience to lead effectively. There were robust arrangements to manage complaints and monitor the quality of the service, the performance of staff and to drive continuous improvements, to ensure people experienced high quality care.