Southcroft

Before people started receiving care from the service, their needs and preferences were assessed, to ensure the service could provide the level of care each person wanted. 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.

People were supported to receive adequate food and drink to remain healthy. People chose what they wanted to eat and drink. Staff received regular training, supervision and appraisal so they were skilled and competent to carry out their role.

People were treated with respect. Care plans recorded how people were involved in their care. Their views and wishes were at the centre of their support. Care plans provided detailed direction to enable staff to deliver care which respected people's privacy and dignity. Daily notes recorded how staff encouraged people's independence.

Staff were proactive in engaging people with individual activities of their preferred choice. People told us they were able to join in activities provided in Southcroft if they wished. People received personalised care that was responsive to their needs. People told us the service was flexible and their preferences were adhered to. Systems were in place to deal promptly and appropriately with any complaints or concerns.

The manager and provider regularly sought feedback from people and relatives to ensure the service was tailored to their needs and preferences. There were systems in place to monitor the quality and the safety of the service provided.