Archived: 19 Chilgrove Road

We used a number of different methods to help us understand the experiences of people using the service, because the people using the service had complex needs which meant they were not able to tell us their experiences. During the visit we met two people who used the service and observed the way staff interacted with them. We observed that staff interacted well with people, responded to people's requests for assistance and communicated in the ways outlined in people's care plans. Staff demonstrated a good understanding of people's needs and how to provide effective support for people. People experienced care, treatment and support that met their needs and protected their rights.

There were enough qualified, skilled and experienced staff to meet people's needs. People were cared for by staff who were supported to deliver care and support safely and to an appropriate standard.

Staff were knowledgeable about the needs of people and were able to tell us about particular support some people needed. We found people were treated with respect, and the staff interacted well with them.

The care plans contained detailed information and reflected people's current needs. People were supported to make choices and staff respected these. Peoples' diversity, values and human rights were respected. There was a planned activity programme that took into account people's individual choices and needs. Risk assessments and care plans were developed to enable people to have access, maintain links and be part of the community.

People had access to healthcare professionals and treatment as needed. Appropriate arrangements were in place for their medicines management. There was a recruitment process that was followed. Information was available on how to raise concerns in an appropriate format.