Archived: Hand in Hands

We looked at records which showed that people's care and support needs had been assessed, documented and reviewed. They were personalised and gave staff detailed guidance on how to meet people's individual needs and requirements. A healthcare professional told us, 'The levels of care are good.'

The provider had taken appropriate steps to ensure there were sufficient numbers of suitable staff to meet people's needs. A relative of a person who used the service told us, 'Staff give [family member] 'one to one' care most of the time. They are wonderful and we couldn't ask for better.'

Records showed that suitable arrangements had been put in place to ensure staff were appropriately supported to perform their roles. One member of staff told us, 'I am very well supported by the manager. They have helped me develop and learn new skills.'

The provider had put systems in place to regularly assess and monitor the quality of services provided at the home.

We noted from the care files we looked at, that people were offered support at a level which encouraged independence and ensured their individual needs were met. People told us they felt safe and all the staff were all kind and helpful. One person told us how they had enjoyed attending music concerts and liked to spend time in the kitchen preparing meals with the help of staff.

We could see from records that people were encouraged to be involved in planning and making decisions about their care and support. People also told us they spent a lot of time with their 'key worker' and they could talk to them about anything. They were confident that if they had any problems the staff would listen to them, and help them resolve any issues they had.

The provider had systems in place to ensure people were involved in the quality monitoring processes for this service. People were encouraged to share their views and opinions to help improve the standard of care provision.