Walfinch Hampstead & Camden

“Appropriate systems were now in place for people to receive medicines as prescribed. An electronic system was in place to monitor medicines administration and management had oversight of this. People received person centred care and support delivered by a staff team who treated them with dignity and respect. People's relatives told us care staff were kind, caring and professional. The provider had a good learning culture. There was an open culture where people and relatives were encouraged to provide feedback and speak openly about their experience of care and support.”

“There were enough staff with the right skills, qualifications and experience. Management made sure staff received training and regular supervision to provide high-quality care and make improvements. People and those important to them were involved in the assessment of their needs. Management carried out assessments considering people’s communication and spiritual needs, their preferences and health needs.”

“Staff worked with all agencies involved in people’s care for the best outcomes and smooth transitions. They monitored people’s health to support healthy living. Staff made sure people understood their care and treatment to enable them to give informed consent.”

“Staff understood the principles of the Mental Capacity Act and involved those important to people regarding decisions made in people’s best interests where they did not have capacity. Staff said they felt supported by the registered manager and felt valued working at the service.”

“Governance systems were in place to help monitor care provision. The service sought feedback from people and relatives as part of their quality monitoring to help ensure people were satisfied with their care and identify issues without delay. The culture in the service was positive. The registered manager was open and transparent and welcomed feedback.”