We used a number of different methods to help us understand the experience of people who used the service, because people were unable to tell us about their experience.We found that people were supported by staff, relatives and other professionals to make decisions and give consent about their care and treatment. Where this was not possible decisions were made in people's best interests by those that knew them well. A person's relative told us "the best thing is they are given choices, choice and control are so important".
We found that care and treatment was planned and delivered in line with people's needs, preferences and diversity. We saw that a positive approach was taken to the management of risks and support to keep people safe. A relative told us "the service is the best thing since sliced bread, it is exactly what the person wanted and needed".
Staff we spoke with were suitably qualified, skilled and experienced to meet people's needs. A staff member said "our aim is to keep people happy and comfortable in their own home, there is always enough staff".
We found the provider had in place an effective system to ensure people's medicines were handled safely, securely and appropriately. We saw that staff understood when people were unhappy or dissatisfied with their care and supported people to express their choices and feelings. A complaints system was available for people's family and/or representatives to raise concerns on their behalf.