Dinarie

Support for people was person centred and everyone held the registered manager in high regard. The registered manager was aware of their responsibilities under the duty of candour. Feedback had been sought from people and relatives and the registered manager spoke with all staff daily.

People were safe and protected from harm. Staff understood safeguarding and were able to tell us the actions they would take in the event of emerging risk. Staff understood risk and what this meant for people they cared for. Staff had been recruited safely and completed an induction process before working independently. There were enough staff working each day and no care calls had been missed. Most people had support from their families for medicine administration but where the service helped, all details were correctly recorded. The service had policies and procedures for the safe management of infection prevention and control. Policies were in place for the recording of accidents and incidents.

The registered manager completed thorough pre-assessments with people details which formed the basis of people's support plans. Most people were supported by family with their nutrition and hydration needs but staff sometimes helped if needed. Staff had received mental health and dementia training and understood the importance of gaining consent from people. 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.

Staff were caring and treated people in a dignified way. Staff supported family members and loved ones in caring for their relatives as they approached the end of their lives. People's privacy was respected and their independence promoted. Staff did not have rigid time restrictions when supporting people and staffing schedules enabled staff to spend as long as was required with people.

No complaints had been recorded but a copy of the complaints policy was available to people and relatives. At the time of the inspection no one had specific communication needs but the registered manager advised us that they had used electronic devices to help people to write down or listen to messages. The service specialised in end of life care. All staff were trained in end of life care and were able to tell us the important aspects of caring for people at this important time of their lives. Importantly, support was also provided to families and loved ones as part of the overall package of care.