Headway Suffolk and Norfolk ltd

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.

Staff frequently went the extra mile to ensure people received tailored care and support in line with their wishes, promoting their independence and wellbeing. The impact of this was meaningful and underpinned people being fully respected, valued and at the heart of their care.

Staff protected people from being discriminated against, appreciating and championing diversity and ensuring people's privacy and dignity.

Staff understood the importance of gaining consent from people. 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.

Risks to people had been assessed and were managed safely. People were supported by a staff team who were safely recruited, trained and knew how to protect them from potential harm.

Staff felt supported and valued in their role by the management team, morale was high and there were enough staff to meet people's needs. People received their care visits at the times they expected, for the length of time agreed, and from staff they knew and had formed positive relationships with.

People received their medication as prescribed and staff adhered to infection prevention and control procedures in line with legislative requirements and recognised best practice guidelines.

People's care records were re-assessed regularly and guided staff on how to assist people safely and encourage and promote their independence.

People and relatives felt able to raise any issues with the staff and management team and were confident these would be addressed.

Effective systems to monitor the quality and safety of the service were in place.