13 May 2013
During a routine inspection
We used a number of different methods to help us understand the experiences of the person we met because they had complex needs which meant they were not able to clearly respond to us verbally to tell us about their experiences. We witnessed the person was relaxed with the staff team and staff were courteous in their approach to the person and involved them appropriately. We noted that people were encouraged to express their preferences and were involved in planning their care and making decisions about their support and how they spent their time.
Staff told us they had undergone training which enabled them to care for people's complex needs safely and efficiently. We saw that staff were supported by detailed plans of care that included the necessary instructions for staff.
The provider had systems in place to ensure people who used this service and their relatives were involved in the quality monitoring processes. They were encouraged to share their views and opinions to help improve the standard of care provision.