SM Voice Advocacy Limited

“Audits were in place giving oversight of quality but had not always been effective in identifying all risk and quality issues in the service. Some recruitment practices and policy needed to improve. The provider made available suitable mandatory training for staff, but it was not always clear when or what training staff had completed. However, staff had a good knowledge of subjects when questioned. Medicines were administered appropriately where required by competent staff, but the provider needed to improve their documentation and medicines policy in line with best practice guidance.”

“There was a positive learning culture, where the provider was proactive in seeking feedback and implementing learning to make improvements. People and their relatives knew how to give feedback and were confident the provider took it seriously and acted on it. People were protected and kept safe from abuse. Staff were happy to raise any safety concerns and felt they would be dealt with properly. There were enough staff in place. People and relatives were consulted around how they wished their care to be carried out. Staff understood and managed risks related to people’s care. Staff worked with stakeholders involved in people’s care to promote the best outcomes and safe transitions when people moved between services. Staff cared for people with dignity and respect and promoted their independence. People were treated with kindness and compassion and had a good level of consistency in care staff.”

“Leaders were visible and supportive, helping staff develop in their roles. There was a registered manager in place at the time of the inspection. Staff felt able to give feedback and were treated equally. The provider worked with professionals in the local community to deliver high quality care. There was very positive feedback about the service from all of the professionals we contacted.”

“The provider worked to continuously improve the service and ensure good outcomes for people.”

“They took immediate action in response to our inspection feedback.”