STEPS

The service remained highly responsive, consistently implementing care packages in a timely and effective manner. Support was delivered in a way that promoted people’s independence and enabled them to develop confidence and essential daily living skills. The team had skills to deliver support that was creative achieving extremely positive outcomes. Person-centred care was treated as a priority, with support delivered in line with people’s personal choices, preferences, and desired outcomes. Staff proactively identified and removed barriers to care. Everyone using the service received fair and equal access to opportunities, interventions and advice.

The service provided people with excellent safe and effective support. Risks associated with people’s care were identified and managed to keep people safe. Staff received training and support to ensure they were competent in delivering the service effectively. Accidents and incidents were analysed and action taken to mitigate future safety events. Lessons were learnt when things went wrong and procedures put in place to ensure the service developed. The management team consisted of excellent leaders who were passionate and motivated and mentored a strong staff team.

People received support from staff who were kind, caring and understood their needs and preferences. Staff wellbeing was promoted through training, supervision and supportive management arrangements.

People’s needs were assessed and constantly reviewed to ensure people received appropriate support to give them excellent opportunities to regain their independence. The service worked extremely effective with other healthcare professionals, sharing information appropriately. Support was provided in line with current best guidance and involved people, relatives and professionals to support consistently positive outcomes.

The management team ensured the providers values were maintained, and people were at the centre of the service. Leaders were visible, remarkably knowledgeable and supportive, helping staff develop in their roles and reach their full potential. Staff felt extremely supported to give feedback and were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities and were constantly passionate about providing a positive experience for people.