YourLife (Knebworth)

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

People told us staff did not miss visits and staff arrived at the planned time. The provider had a system for monitoring visits. Staff received appropriate training for their role and people felt they had good knowledge and skills. Staff felt supported by the provider and management team. People told us staff assisted them with eating and drinking as needed. People were asked for give their consent for support. 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 and relatives told us staff were kind and caring. They felt they were supported in a way that promoted privacy, dignity and was respectful. Staff enjoyed working for the service and told us the culture was to ensure care was person centred. Care plans included all information needed to support people safely and in accordance with their wishes and preferences. These were reviewed regularly.

People and relatives were asked for their views about the service and felt listened to. Staff were also asked for their views and felt the management team were approachable. There were monitoring processes in place to help ensure a good standard of service and identify any shortfalls.