Yourlife (Bedford)

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. At the time of this inspection four people were receiving this type of support.

People live independently in their own apartments within this retirement living complex.

Risks to people were reviewed regularly with people and their relatives. Professional healthcare support was called upon to mitigate any risks. The health and safety of people receiving personal care was taken seriously, and everyone was offered a safety pendant when they moved into the retirement village.

There were enough suitably qualified staff at the service to support people safely, who had each been through a rigorous recruitment process. New staff received an induction, which included shadowing more experienced members of staff prior to supporting people with their personal care.

Staff were knowledgeable and people received their medicines as prescribed and on time. Staff received frequent competency assessments and for new staff, spot checks were carried out by senior staff.

The service's infection prevention control policies and procedures were adhered to and followed throughout the pandemic, ensuring both staff and people at the service were protected from cross contamination. Records showed that staff wore personal protective equipment when supporting people with personal care.

Staff had completed all mandatory training and specialist training for specific health conditions was being sought at the time of the inspection.

People's needs were assessed prior to using the service. People felt listened to, respected and were involved in decisions about their care and support. Care plans outlined individual preferences and wishes and how people wanted to be supported. These were reviewed monthly or sooner if people's needs changed. People

and their relatives we spoke with felt staff were kind and compassionate. One relative said, "Staff are so patient and lovely and the times we have been down here with [family members] you can't fault the way they treat them."

The service worked with a wide range of key organisations who are also involved in people's care. Feedback received about the registered manager's professional manner was positive.

The registered manager was dedicated to their role and understood their responsibilities. They had effective oversight of the service and audits had been carried out to identify improvements.

People, relatives and staff spoke highly of the registered manager and their dedication to the role. One written compliment said, "You and your team have been fantastic in settling [family member] into their new home. Nothing has been too much trouble."

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. Staff were knowledgeable about the mental capacity act and were able to speak about how they would ensure people had full control of their support and that they offered people choice throughout.