Note29 Jan 2020
Complaints procedure was transparent and accessible; no complaints recorded in the previous year, with multiple compliments received.
Note29 Jan 2020
Robust quality monitoring systems in place including customer satisfaction surveys, staff questionnaires, support plan audits and annual quality audits with action plans.
Note29 Jan 2020
Staff respected people's cultural, religious and individual characteristics, including use of translators and dignity champion accreditation.
Note29 Jan 2020
People were encouraged to set reablement goals and progress was recorded in dual-column daily records showing increasing independence over time.
Note29 Jan 2020
Staff were well trained, enrolled on the Care Certificate, received regular supervision, appraisals, practice observations and drop-in sessions.
Note29 Jan 2020
A gatekeeping system ensured sufficient staffing levels so no new people started the service until resources were available, protecting existing service users' reablement plans.
Note29 Jan 2020
People felt safe and were supported by staff who understood risks and knew how to respond, including appropriate use of the MASH safeguarding referral pathway.
Note20 Jun 2019
Post-service feedback was collected, reviewed and used to drive continuous improvement.
Note20 Jun 2019
People's diverse needs, cultural backgrounds and personal preferences were incorporated into support plans.
Note20 Jun 2019
Robust quality assurance processes and open, transparent culture with staff feeling valued and able to raise concerns.
Note20 Jun 2019
People felt involved in decisions about their care and treated with dignity and respect; one person said 'They are like my friends, they have really helped me.'
Note20 Jun 2019
Person-centred reablement approach supported people to return to independent living, with physiotherapists and OTs involved in care.
Note20 Jun 2019
Staff were well trained across a wide variety of areas and received regular supervision and professional development opportunities.
Note20 Jun 2019
Medicines management was safe with detailed support plans, staff competency assessments, and comprehensive medicine records.
Note20 Jun 2019
Sufficient staffing levels with robust recruitment processes including DBS checks ensuring people were protected from unsuitable staff.
Note20 Jun 2019
People felt safe and protected from avoidable harm; safeguarding processes and risk assessments were in place and regularly reviewed.