Wave Hill

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. There were two people receiving personal care at the time of this inspection. They were unable to communicate their experiences verbally.

The service applied the principles and values of Registering the Right Support and other best practice guidance. These ensured that people who used the service could live as full a life as possible and achieve the best possible outcomes that included control, choice and independence. People using the service received planned and co-ordinated person-centred support that is appropriate and inclusive for them.

People's experience of using this service: The owner of the service who was the registered provider and staff had known the people receiving care for many years and were able to understand their individual communication styles through body language and the use of pictures. A system of responding to complaints was in place.

We observed the registered provider and staff with the people they supported. We saw people smiling and greeting staff in a relaxed way. We observed staff communicating with people in a kind and caring way.

People's needs were assessed and written in a care plan. The care plans were consistently updated.

The care offered was inclusive and based on policies about Equality, Diversity and Human Rights. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Staff were aware of their responsibility to assist people to maintain their health and wellbeing.

Staff were trained to safeguard people and understood how to protect people from harm. Medicines were administered safely by trained staff. Staff reduced the risk of infection by following safe hand washing practices and using gloves when providing personal care.

Staff were deployed in the right numbers to meet people's needs and choices. Background checks were made on new staff and staff were supervised to maintain the standards of care. Staff received ongoing training based on people's needs.

Systems were in place so that incidents and accidents were investigated reduce the risks of these happening

again.

People, care managers, relatives and staff had the opportunity to share their views about the service.

The service was not providing end of life care at the time of this inspection.