Blue Cross Healthcare Service Limited

Staff had received training in the administration of medicines. However, staff were not actively administering medicines at the time of inspection as people were either independent in this or they had support from relatives.

Staff received training in COVID-19, and they made sure they had adequate levels of personal protective equipment [PPE] to carry out their jobs safely.

Care and support was planned and delivered in line with best practice. Assessments were thorough and expected outcomes were identified. Support plans were reviewed and updated as people's needs changed. People were supported by staff who knew them well and were able to identify people's likes and dislikes. They were supported to eat and drink according to their dietary requirements taking into consideration people's preferences.

Staff received comprehensive training and were introduced to people by existing care staff who knew the person well. Staff had regular supervision with the registered manager, and they told us they felt supported.

People were treated with dignity and respect. This was clear through the feedback we received by people and their relatives. Staff had the right skills to deliver a good level of care and support. Staff were able to communicate with people well, despite some people experiencing communication difficulties due to their health needs. Staff were patient and built rapport with people to enable them to address this. Information was provided in various formats where required.

People and their relatives felt confident in providing feedback whether this was positive or negative. The registered manager welcomed feedback and demonstrated that complaints were dealt with swiftly and professionally.

People, their relatives and the staff said that the service was consistently well led. The registered manager was available and led by example. There was an effective governance framework in place, the registered manager knew their responsibilities and staff were clear about their roles.