Archived: The Lilacs

People told us staff were, 'Wonderful' and 'Caring' and provided reassurance and encouragement to help them regain their confidence and skills. One person told us staff were, 'Bright and breezy' and answered their call bells promptly.

People told us they felt safe and trusted the staff. We found staff were very positive about their roles and worked well as a team. Staff said management had an open door policy and that they, 'Could go to them all from the top down' for support.

People who used the service told us staff were helpful and understanding. They told us they felt, 'Well supported' and that staff were, 'Brilliant" and did a good job. One person told us how staff encouraged them to regain their confidence and skills. They said staff were, 'Wonderful and worked at my own pace.'

People who used the service told us they were; 'Very happy' with the service they received. One said they had, '100% No complaints.' They told us they had confidence appropriate action would be taken by the provider to resolve any issues, if this was required.

We looked at the ways in which the service gained consent to care and treatment and found there to be some procedures in place. People were provided with support that was individualised to their needs and this was reviewed regularly. We observed interactions between people who used the service and staff and this was relaxed and friendly. We found that the pre-admission assessment and care planning documentation was not always being used properly.

We looked at the systems in use for the storing and administration of medicines and found this to be appropriate and well monitored. We also looked at the level of staffing in the service and found this to be right for the size and type of service.

The systems in place to monitor the quality of the service provided was comprehensive and being utilised appropriately. The service was carrying out monitoring and auditing all aspects of the support provided.