During an assessment under our new approach
and control. People were treated with kindness and compassion. They treated them as individuals and supported their preferences. People had choice in their care and were encouraged to maintain relationships with family and friends. Staff responded to people’s needs in a timely way. Staff provided information people could understand. People knew how to give feedback and were confident the provider took it seriously and acted on it. People were involved in planning their end of life wishes, however we identified 1 person’s record contained contradictory information regarding their resuscitation decision. Leaders and staff had a shared vision and culture based on listening, compassion and trust. Leaders were visible, knowledgeable and supportive, helping staff develop in their roles. Staff felt supported to give feedback. There was a culture of continuous improvement, however more time was required to embed and sustain the improvements made. Governance processes were in place but were not always effective in identifying the concerns found during this assessment. The provider was in breach of the legal regulations relating to safe care and treatment, and good governance. We have asked the provider for an action plan in response to the concerns found at this assessment.