Crewton Care

People told us they felt safe, and they and their relatives spoke highly of the support they received. They told us staff were introduced to them before they transferred to the services provided by Crewton Care. People and their relatives were involved in decisions to reduce risk, which included a proactive approach in supporting them to take positive risks to increase their experiences and promote independence. People and their relatives told us support was provided by a core team of staff who understood their needs and who they had developed positive and supportive relationships with. People and their relatives were involved in decisions relating to their medicine.

Safe practices were used to support people to transfer between services this included the development of a transfer plan to support the person with the move.

Staff demonstrated a good understanding of people’s needs and of their role in promoting people’s safety, health and welfare. Staff spoke positively of the support they received to promote and monitor people’s safety. Staff liaised with health and social care partners to promote people’s safety and wellbeing.

Staff underwent a robust recruitment process and received ongoing training and support.

Policies and procedures were in place to promote people’s safety and welfare, which included safeguarding, whistleblowing and staff recruitment practices. Systems and processes were in place which monitored the safety of the care provided, which included audits and the analysis of incidents and events.

People were supported to access health services including health screening and specialist health services. People and their relatives spoke positively of the support provided by staff and the management team to monitor and improve their health. This included providing information and support to enable them to access and understand their health care appointments.

Staff had a good understanding of people’s needs and were knowledgeable as to their role in promoting people’s health and wellbeing. There was effective partnership working between external health and social care professionals, and the management and staff teams. People’s health care needs were clearly documented within their support plans, and records monitoring their health were in place to encourage and promote health and wellbeing. Information was provided in an accessible format to support people in understanding their health care appointments and needs.

People and relatives spoke of the personalised support they received, which included their pursuit of hobbies and interests, and of accessing services in the community for leisure and recreational purposes.

People’s personalised needs were clearly understood by staff and documented within care records.

People and relatives were aware of external health and social care professionals who were involved in their care and support, and provided examples of effective partnership working.

Staff spoke positively of the support provided by the management team. Staff told us there was always someone available to provide support and guidance. Staff told us they felt valued and recommended Crewton Care as a good employer.

Systems and processes, supported by policies, were in place which encouraged feedback from people, their relatives and staff. Equality and diversity was understood and supported by processes and policies to support people and staff. Employment practices were flexible to meet the needs of staff considering equality characteristics.

There were effective systems and processes in place to monitor the quality, safety and outcomes of the service, which included audits and seeking the views of people, their relatives and staff.

Effective partnership working enabled, promoted and encouraged the sharing of experience and learning from each other to improve the service provided.