Annabelle Care 2020 Ltd

People received safe, effective, caring and responsive support from a service that placed them at the centre of care delivery. Staff understood people's individual needs, preferences and aspirations and provided personalised care that promoted dignity, independence, choice and positive outcomes. People and their relatives consistently spoke positively about the quality of care provided and the compassionate approach of staff. One relative told us, “They know [person] very well and are very kind and thoughtful, always looking out for [their] welfare.”

The provider had effective systems in place to safeguard people from abuse and avoidable harm, manage risks, support the safe administration of medicines and deliver care in line with current best practice. Staff were well trained, understood people's needs and worked effectively with healthcare professionals and other agencies to ensure care remained coordinated, responsive and focused on achieving positive outcomes. People told us they felt listened to and involved in decisions about their care and support.

There was a strong person-centred culture throughout the service. People were treated as individuals and were encouraged to maintain control over their lives and remain as independent as possible. Staff responded promptly to changes in people's needs and worked proactively with relatives and professionals to ensure people received the right support at the right time.

Leadership was a significant strength of the service. Leaders were highly visible, approachable and inclusive and had created a positive culture of openness, learning and continuous improvement. Staff, people and professionals consistently praised the management team for their responsiveness and support. One professional told us, “They go above and beyond as a provider, and nothing is too much trouble.”

The provider maintained effective governance and quality assurance systems which supported the delivery of safe, high-quality care. However, arrangements for planning future care were not always fully developed. Whilst some end-of-life information was recorded, care plans did not consistently contain detailed information about people's wishes, preferences and choices for their future care and support.

Overall, the service demonstrated a commitment to delivering high-quality, person-centred care and achieved positive outcomes for people through strong leadership, effective partnership working and a culture focused on safety, wellbeing and continuous improvement.