Note30 Oct 2021
Open, positive culture with accessible management and effective complaints handling.
Note30 Oct 2021
No missed visits reported by families; staff communicated promptly on the rare occasions of delays.
Note30 Oct 2021
Innovative development of the U Matter 2 project in response to local community need.
Note30 Oct 2021
Improved quality monitoring including an independent external consultant conducting audits.
Note30 Oct 2021
Strong staff training and supervision, including specialist training in epilepsy, dementia and palliative care.
Note30 Oct 2021
Effective risk management with practical, common-sense solutions that avoided unnecessary restriction.
Note30 Oct 2021
Highly personalised, flexible care plans that reflected individual needs, preferences, religion and communication styles.
Note30 Oct 2021
Consistent, well-matched staff teams fostered strong relationships with people and families, with families citing up to 4 years of continuity with the same carer.
minorgovernance30 Oct 2021
the internal audits were also a good quality; they were not carried out in a structured way.
minorcare_planning30 Oct 2021
Care plans in the U Matter 2 side of the service, did not provide sufficiently detailed information and guidance about people's needs.
moderateconsent_capacity30 Oct 2021
care plans did not always distinguish between the different legal responsibilities when caring for children, young adults and adults.
Note24 Jan 2021
Staff training was practical, relevant, and included specialist areas such as autism, diabetes, and hydrotherapy support.
Note24 Jan 2021
Safe recruitment procedures were in place including all legally required checks for staff working with children and vulnerable adults.
Note24 Jan 2021
Service was flexible and responsive to changes, including family emergencies, and advocated for people facing discrimination at leisure venues.
Note24 Jan 2021
Personalised, detailed care plans including 'This book is about me' sections with photos made plans accessible to people.
Note24 Jan 2021
Staff received regular one-to-one supervision every four to six weeks with constructive feedback and development opportunities.
Note24 Jan 2021
Robust safeguarding training was in place, including for trustees, and a quarterly safeguarding group reviewed and made decisions to keep people safe.
Note24 Jan 2021
Staff knew people well, treated them with kindness, dignity and respect, and promoted independence and choice.
moderateleadership24 Jan 2021
there had been a number of changes in leadership which had impacted on the overall organisation of the service.
moderategovernance24 Jan 2021
targeted and robust audits had not been consistently carried out within the community services section.
moderatecommunication_with_families24 Jan 2021
The only issue is that there is a lot of swapping of staff, often the office don't tell us in advance and we only hear on the day itself which can be traumatic for [person].