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Tracey House, Newton Abbot

Tracey House, near Newton Abbot in Devon, a residential home for people over 65 with physical disabilities, was rated outstanding for being caring, responsive and well-led following an inspection by the Care Quality Commission (CQC), 3 April 2018.

It achieved the score of good for the safe and effective categories.

The CQC report highlighted that the provider and registered manager at Tracey House excelled in creating a culture where all staff members could provide outstanding care. They had ensured the ratio of staff to people was enough, to enable them to provide care that went above and beyond people's everyday care needs. During the inspection they observed the team stopping and taking the time to speak with people and listening to them. Residents shared jokes and physical affection with staff who were calm, encouraging and humorous in their exchanges.

It was clear to inspectors that staff had identified people's specific needs, their histories, interests and the support they required, and resident's communication needs were met.

The home was complying with the Accessible Information Standard (AIS), a framework put in place from August 2016 making it a legal requirement for all providers to ensure people with a disability or sensory loss are able to access and understand information they are given. Each person's initial assessment identified their communication needs, while determining if the service could meet their needs. Each person's support plan contained details of how they communicated and how staff should communicate with them.

Staff were motivated and proud to work at Tracey House and provided the highest possible care they could. Many had been there for many years and their long service had been recognised. The provider and registered manager recognised staff skills, ensured staff were praised for their good work and offered them development opportunities.

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