Goodness & Mercy Healthcare Limited

Staff received training and support in their role including shadowing the registered manager or experienced staff. Staff new to care did not receive training in line with The Care Certificate, we advised the registered manager of this and they put it in place during the inspection. People and relatives were positive about staff. People's needs were assessed prior to care commencing. Staff we spoke to had a good understanding of the Mental Capacity Act 2005.

People told us that staff were kind, caring and friendly. We found that staff knew people well and respected their preferences. People told us that staff have time to listen to them and answer their questions. People told us that staff promoted their dignity whilst helping with their personal care.

The registered manager had ensured that care plans were reviewed regularly and involved people and their relatives. This included details around people's medical needs, preferences and risks. The reviewed care plans were reflective of people's needs. People and their relatives told us they felt they could make a complaint or raise issues if they had to. The service was providing good end of life care and involved people in the planning and choice of how this was delivered by staff.

The registered manager worked closely with people and staff to create a friendly, open and comfortable atmosphere in the service. Staff felt supported to deliver high quality care that led to good outcomes for people. Staff were clear about their roles, the risks people had and how to report issues. Staff felt engaged and involved. The registered manager regularly reviewed the quality of care with people and their relatives.