Best At Home (1) Southerton House

At this inspection we found enough improvements had been made. People now received consistently safe, good-quality personal care from the same group of punctual staff who were familiar with their needs and daily routines. The provider had also introduced a range of electronic systems to monitor staffs time keeping, their record keeping and medicines management and had created a new quality assurance and compliance manager role to oversee the effectiveness of the providers new oversight and scrutiny systems.

People continued to be protected against the risk of avoidable harm by staff who knew how to keep them safe. The fitness and suitability of prospective new care staff was thoroughly assessed and checked. People received their prescribed medicines as and when they should. People were confident any concerns they raised would be listened to and dealt with appropriately. Staff followed current best practice guidelines regarding the prevention and control of infection including, those associated with COVID-19. 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.

Most people and staff were complimentary about the way the office-based managers now led the service, and how approachable they all were. Complaints, concerns, accidents, incidents, and safeguarding issues were appropriately reported, investigated, and recorded. The provider promoted an open and inclusive culture which sought the views of people, their relatives, and staff. People had up to date, detailed, person- centred care plans in place, which were routinely assessed, monitored, and reviewed. Staff had the right levels of training and support to deliver safe care to the people they supported. People were treated with dignity and respect by staff who they typically described as "attentive" and "kind." The provider worked in

close partnership with other health and social care professionals and agencies to plan and deliver people's packages of care at home.