YourLife (Shirley)

“Overall, people received safe, effective and compassionate care from staff who knew them well and were committed to supporting their wellbeing and quality of life. People's needs were assessed and regularly reviewed, with staff working collaboratively with families and healthcare professionals to respond to changes in needs and support positive outcomes. People were encouraged to have choice and control over their care, maintain their independence and access support that was tailored to their individual preferences and communication needs. Systems were in place to help protect people from harm, and governance arrangements supported the monitoring and improvement of the quality and safety of the service. Staff felt supported through training, supervision and regular communication and demonstrated a commitment to providing high-quality care.”

“However, opportunities remained to improve continuity of care, as some people were supported by a high number of different staff members over short periods of time. People and staff also described the impact of a period of management transition. The registered manager had been promoted to a new role within the organisation and, whilst continued to be the registered manager, was not always present at the service. A new manager had been recruited and was due to start in the coming months. Whilst the registered manager continued to provide oversight and additional support was available from other managers within the organisation, both people and staff told us they would benefit from a more consistent management presence within the service.”