Archived: Toller Road

The people we spoke with told us they liked using the service. They said there were enough staff to support them to do what they wanted to do.

The advocate told us the provider worked well with other providers. They described a recent example of a person using the service moving into the community, with support from a different provider. They told us this had been successful because the provider had worked well with the new provider.

We found people were involved in decisions their daily lives. If people did not have capacity to make a decision, the provider acted in accordance with the relevant legislation, to protect their human rights. We found the provider did not use systems to record consent effectively so there was a risk people would not be asked for their agreement to care and treatment, including, for example using physical restraint.

We saw that people using the service were relaxed with care workers. The provider reported allegations of abuse to the appropriate agencies. Care workers understood their responsibilities for protecting people from abuse and were confident the provider took appropriate action to protect people.

We found the provider kept appropriate records. These were accurate and fit for purpose.

People told us they were involved in meetings to discuss their care and treatment. We saw that people were routinely offered choice in their daily lives. Care workers listened to people's views and took them into account when planning care. People using the service knew they could speak with an advocate. One person told us their advocate was helping them to make a complaint. The provider told people how they could complain about the service. Care workers supported people to complain if necessary.

The environment was visibly clean. People told us they were satisfied with the cleanliness. There were effective systems for preventing and controlling the risk of infection.

We asked people about staff at the service. Comments included, 'The staff's okay.' and 'They're alright.' Staff were supported through training programmes and appraisal. Some staff were not receiving formal supervision. The manager was aware of this and was taking action to ensure all staff received supervision.