Archived: Dimensions 72 Eltham Avenue

Staff were gentle when they interacted with people using the service. They were respectful when speaking with them and responded promptly to any requests for assistance. We saw people were supported to be as independent as possible. For example, one person chose what to have for their evening meal. They had been informed of and knew which member of staff would support them when they were ready to start preparing the meal.

We saw the provider had taken steps to protect people from the risk of abuse. There were safeguarding procedures in place and staff had undertaken training on protecting vulnerable adults from abuse. There was a whistle blowing helpline if staff had any concerns about where they worked. We found people’s money was kept safely and managed well.

There were effective systems in place to reduce the risk and spread of infection. Staff were provided with guidance on infection control measures. Personal protective items were available, such as disposable gloves and aprons. Training records showed staff undertook courses on infection control and food hygiene. These provided them with the skills and knowledge to prevent the spread of infection.

We found people’s medicines were managed safely. Staff who handled medication had undertaken training on the safe management of medicines. Medicines were stored securely and accurate records were maintained.

Equipment had been provided to help meet the needs of people with disabilities. This had been serviced to ensure it was safe to use. Staff received training in moving and handling. This enabled them to assist people safely and prevent injury.

We looked at a range of records. These were accurate and fit for purpose. Records were kept securely and could be located promptly when needed. Confidential records were stored in line with data protection guidance. General operating policies and procedures were in place. These provided appropriate guidance for staff to enable them to support people safely.

Care plans were in place to document people's individual needs. Risk assessments had been written to identify and reduce the likelihood of injury or harm. We found people had access to healthcare professionals and specialist support to help keep them healthy and well.

The premises were comfortable and kept warm. Each person had their own room, which they had personalised to their taste. Approval had been given to redecorate communal areas and the manager was waiting to hear when work would start. Checks and servicing took place to make sure the premises were safe for people to live in.

We found there were enough staff to support people. We observed staff were gentle and patient with people. Staff were respectful when speaking with people and involved them in what they were doing. There was appropriate use of humour, which we saw people enjoyed. Staff had access to training and kept their skills and knowledge up to date.

There was a complaints system in place. This had been sent to relatives if they needed to act on people's behalf. We found only compliments had been received about the service.