During an assessment under our new approach
We carried out this assessment, including an unannounced site visit in response to concerns we received that related to culture, access, clinical care and cleanliness. We assessed 13 quality statements across safe, effective, caring, responsive and well-led key questions and have combined the scores for these areas with the scores from the last inspection. At this assessment we found the service had a learning culture and people could raise concerns. Managers investigated incidents in a timely manner. The provider assessed and managed the risk of infection. There were enough staff with the right skills, qualifications and experience. Managers made sure staff received training and regular appraisals to maintain high-quality care. Staff managed medicines well and involved people in planning any changes. We received mixed feedback with some people reporting concerns we raised with the provider and others being complementary about their experience. People were treated as individuals and supported in their preferences. People had choice in their care and treatment. The service supported staff’s wellbeing. People were involved in decisions about their care. The service worked to reduce health and care inequalities through training and feedback. Leaders and staff had a shared vision and culture based on listening, learning and trust. Leaders were visible, knowledgeable and supportive. Staff understood their roles and responsibilities.