We saw evidence that staff had completed training relevant to their job roles including, safeguarding and medication training. Regular supervision and staff meetings had been held and a system had been put in place to support staff through a personal development programme.
Staff comments included:
"There has been a massive improvement."
"I feel much more supported now."
During our inspection we visited European Lifestyles Liverpool .We spoke with staff and people who used the service. Many of the people who used the service had complex needs which made communication difficult; however the people we were able to speak with were happy with the support they received. They told us that they felt respected and felt able to raise any concerns with the staff. Their comments included:
"I am very happy here. They treat you very well."
"They help me in every way; they take me to my appointment."
"Yes I have seen my care plan. "
" I have seen my care plan and they change it every year when I change my medication."
People who used the service each had a person centred plan in place, which provided staff with information about the level and type of support people needed. Staff we spoke with demonstrated an understanding of the different types and signs of abuse and the processes they needed to follow.
People who use the service, their representatives and staff were asked for their views about their care and treatment and they were acted on. The organisation was monitoring the quality of the service provided on a regular basis.
During our visit we found that improvements were required to improve staff support and training, specifically in terms of identifying, implementing and monitoring appropriate training.
People told us they attend 'tenant's meetings' on a regular basis, usually every four weeks. These give people the chance to talk about the quality of their service, to raise any issues they have, to share information and to make decisions about their service.
One person told us that they were included in 'tenant forums' whereby people from across the service met on a regular basis to share views, share information and to be included in the development of the organisation.
People told us that they had the opportunity to attend training on subjects such as health and safety, healthy eating, keeping safe and safeguarding so that they knew more about what they should expect from their service.
One person told us about a 'tenant's newsletter' entitled 'Your voice'. This was a regular newsletter informing people of events, training opportunities, activities and it included important information affecting people's lives.
Some of the people using the service had been paid to deliver staff training, to help in the recruitment of staff and to organise events and forums.
People told us staff supported them with their health needs and one person described how staff supported them with their religious and cultural needs
We asked people if they felt confident to raise any concerns they had about their service and people told us they did.
People told us they felt safe. One person told us about 'keeping safe' training which people could attend. They also told us that they were involved in delivering safeguarding training to staff.
People told us they were included in recruiting staff. They told us they were involved in interviewing staff and contributed to making decisions about which staff were recruited. People told us they had been provided with training for this.
People gave us good feedback about staff. People told us staff were 'Good' and 'Caring'. One person told us they felt staff were 'Excellent'.
People told us which members of staff were on their team and they told us they had support from the same small group of staff.