First Option Support Ltd

“People received safe care from staff who understood their risks and support needs. Risks relating to areas such as mobility, falls prevention, catheter care, skin integrity and health conditions were assessed and managed. People told us they felt safe using the service. Systems were in place to report incidents, safeguarding concerns and complaints, and lessons learned would be shared to improve practice. Staff received training, supervision and support to ensure they had the skills and knowledge to meet people's needs. There were policies and procedures available to guide safe care delivery.”

“People's needs were assessed and care was planned in line with their individual circumstances, preferences and health needs. Care plans contained information about people's physical health, nutrition, communication, routines, wellbeing and desired outcomes. The provider worked with healthcare professionals and other agencies where required to support people's health and independence.”

“People were treated with kindness, dignity and respect. Feedback from people was consistently positive and showed staff listened to them, respected their preferences and involved them in decisions about their care. Care plans reflected what was important to people and promoted choice, control and independence. People were supported in a way that protected their privacy and respected their individuality.”

“Care was personalised and tailored to people's individual needs and wishes. People were encouraged to remain independent, maintain social connections and access activities that were important to them. The provider sought regular feedback, reviewed people's care and responded appropriately to concerns and changing needs. People knew how to raise concerns and were confident their views would be listened to.”

“The service was led by an experienced registered manager who promoted a positive, and person-centred culture and worked to deliver an effective service. Governance systems, audits, spot checks and regular feedback helped monitor the quality of the service and drive improvement. The provider worked collaboratively with healthcare professionals, local authorities and community organisations to support and develop the service.”