Working at Rafael Home

There were robust processes to protect people from the risk of abuse and to record and learn from incidents. People were safe because risks were assessed and managed in a person-centred way. Medicines were managed safely.

People and staff told us the staff worked well as a team and the registered manager worked well with the deputy manager to lead the service. One member of staff said, '[The registered manager] wants the best for everyone'.

Staff confirmed they had a stable team and did not use agency workers, so people always received their support from familiar staff. Rotas showed safe staffing levels were met including at night and weekends.

Staff received regular support to do their jobs effectively. They met with their line manager every six weeks... The training programme staff received was tailored to the needs of people using the service and included training about specific conditions.

The registered manager spent much of their day speaking with people and staff and observing interactions. This allowed them to closely monitor the culture of the service and ensure staff were delivering care in line with their values.

The provision of activities was exceptionally good... employed an arts and crafts coordinator... people had taken opportunities to visit attractions in other cities and countries, theme park, museum, zoo... The service used technology in an innovative way.