Livingstone Care Office - Innovation House

When people were living with dementia, decision specific capacity assessments had not been recorded. However, 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 Staff understood how to support people to make decisions and did this on a day to day basis.

People received a reliable service from staff who knew how to provide their care in a safe way. Staff understood their responsibilities in protecting people from abuse and knew how to report any concerns they had. People were happy with the care they received and felt safe with the staff that were supporting them. People told us they were treated kindly and compassionately by the staff.

Staff communicated effectively with people and with each other to make sure people's needs were met in the way they had chosen. When people were unwell or needed extra support, they were referred to health care professionals and other external agencies. People received person-centred care that promoted their dignity and independence. Staff followed infection control policies and practices to help protect people from any infection.

People and their relatives told us the service was well managed and gave positive feedback about the service they received. They said the registered manager was approachable and sorted out any issues they had. People and their relatives spoke highly of the registered manager and staff.

Staff knew their roles and were able to tell us about the values and the vision of the service. The registered manager visited people and made calls to check people were happy with the service. Any complaints that were made were managed in the right way and people had been invited to suggest improvements to the service.

There were sufficient numbers of staff to provide the care people needed. People and their relatives said that staff arrived when they should and stayed the allotted amount of time. They reported that they had not had any missed calls. Staff received the training they needed to look after people in the way that suited them best. Staff received support, guidance and advice from the registered manager. The registered manager checked that staff were working with people safely.

People's needs were assessed and reviewed to ensure care being delivered was up to date and reflective of their needs. People had care plans that provided detailed guidance for staff on the support and care that they needed on a daily basis. People were supported to do things they wanted to do. People consented to their care and were supported by staff who were trained to fulfil their roles effectively. Staff were aware of the importance of good nutrition to people's health and well-being. Medicines were managed safety and people received their medicines as prescribed by their doctor.