During an assessment under our new approach
People were protected from risk of abuse. Risks to people were assessed and managed well. Staff received relevant training to meet people’s needs. Recruitment practice was safe. Infection risks were managed well. People were involved in assessments of their needs and received care centred on them and their individual needs, including those related to their protected equality characteristics. People’s care was regularly reviewed to ensure this remained effective. People were supported to stay healthy and well and received their medicines when needed. Staff made sure people understood their care, to give informed consent. People were supported to have choice and control and maintain their independence. People were given information which met their needs. People were treated equally, fairly, and supported to access care and support that met their needs. Staff understood people’s rights and how these should be met. The service was led by experienced managers. Staff were valued and supported with their learning, development and wellbeing. People and staff were encouraged to raise concerns and these were listened to. There was a culture of learning, improvement, inclusivity and partnership working, focused on supporting people to achieve positive outcomes. The provider had recently responded proactively to people’s concerns and improved timings of care calls and continuity of care for people with more regular staff supporting them.