Encompass Care Respite Accommodation and Outreach Service

“People can only be deprived of their liberty to receive care and treatment with appropriate legal authority. In care homes, this can be done through a procedure called the Deprivation of Liberty Safeguards (DoLS), which is part of the Mental Capacity Act 2005 (MCA). We checked whether the service was working within the principles of the MCA and how they managed DoLS within the service. We found that staff and management worked within the MCA. DoLS authorisations were appropriately applied for and overseen. People were not subject to unlawful or excessive restrictions they had choice, control and freedom over their lives.”

“People received exceptionally kind, compassionate and person-centred care from staff who knew them extremely well and consistently treated them with dignity, respect and empathy. Feedback from people, relatives and professionals was overwhelmingly positive about the caring culture and high-quality support provided. Staff understood people’s histories, preferences and aspirations and used this knowledge to deliver highly personalised care which promoted wellbeing, independence and positive outcomes. Staff told us, “We are a person-centred care service, all about giving the people we support the best time whilst they are staying with us.””

“The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. People were supported to get out and about in the local community. Members of staff supported people to engage in a range of different activities of their choosing.”

“People were supported to make meaningful choices. Staff used creative and personalised approaches to reduce distress, increase confidence and provide people with purpose and reassurance. The provider worked effectively with relatives, professionals and the local community to improve outcomes and ensure people remained connected to meaningful activities and relationships.”

“People were supported by staff who were recruited and trained well and had a good understanding of their individual needs and preferences. People and their relatives were provided with information about the service, including how to raise concerns or make a complaint. The provider had an established complaints process and supported people to share any concerns. Systems were in place to ensure people could access the care, support and treatment they required when they needed it.”

“There was a highly positive, open and inclusive culture throughout the service. Leaders were visible, approachable and supportive, and promoted the values of empowerment, individuality and respect. Staff felt valued, listened to and involved in decision making. The provider actively supported staff wellbeing, development and progression, which had created a skilled, motivated and stable workforce and promoted continuity of care.”

“Governance arrangements were in place, including regular audits and open communication with people, relatives, and staff. Managers were visible, approachable,…”