Nested Support

Staff acknowledged and respected people's needs and choices. All care plans we reviewed were person centred. Peoples food and drink preferences were recorded clearly in their care plans. The staff team were supported with regular supervision, spot checks and meetings. Technology was used to ensure open communication with health care teams.

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 were supported by staff who were caring and kind. Feedback from people and relatives was consistently positive. Creative and innovative use of technology ensured open and transparent communication between people, their relatives, carers and relevant professionals. Staff support respected people's privacy and dignity.

Care and support plans were reviewed and updated as people's needs changed. People were treated as individuals and their choices were respected. People, relatives and staff felt they would feel confident to speak with the registered manager if they had any concerns.

People, relatives and staff felt that the service was consistently well-led. The registered manager had created a culture of quality person-centred care. There were clear and effective governance and accountability arrangements. We found proactive engagement with people, relatives, staff, health care professionals and community groups.