Offices, Bowbrook House

People received safe care as staff assessed and mitigated risks. People had individual care plans which informed staff on how they wished to be supported. These were detailed and contained information on potential risks to the person’s health and safety, so staff could effectively support them. Where it was needed people were supported with their medicines by trained and competent staff members.

People were safeguarded from the risks of ill-treatment or abuse as the staff team had received training and knew what to do if they suspected wrongdoing.

People’s assessments recorded their preferences and communication styles. Assessments were updated to reflect any changes in health. People remained responsible for arranging their own health care with partner healthcare providers in the community. However, if it was needed or wanted, staff were available to support them to ensure they received positive outcomes.

Although the service was not responsible for supporting all people with their diet and hydration, staff monitored and supported if there were changes of people’s care needs.

People were treated with kindness and with compassion by a caring staff team. People had their dignity and privacy respected by staff who promoted their independence. People knew how to give feedback on their care. The management team had systems in place to address any comments including compliments, suggestions and complaints.

Staff were supported by a management team who were approachable, knowledgeable and compassionate. The management team focused on continued improvement and reviewed significant events, such as incidents or accidents, to seek learning and minimise the potential for incidents reoccurring. The management team has systems in place to respond to concerns if any were raised with them.

People were supported by staff who were effectively trained and who had been recruited safely.