Orchard Cottage

The service had been developed and designed specifically for the individuals living there. The premises consisted of a bungalow with a communal kitchen and flat for 1 person, which had a lounge and large bedroom with ensuite's facilities. To the rear of the property, an annex was built which included 2 separate flats, consisting of an open plan lounge, kitchen and dining area and large bedrooms with en- suite facilities. They had two garden areas; one was specifically for a person who required their private space.

Right Care: People were cared for in the right way by staff who were kind and compassionate. We observed kind interactions by staff who knew people well. Relatives we spoke with, spoke highly of the staff and felt their loved ones were well treated, always putting their needs first. People were encouraged to remain independent and were given a choice about the care they received daily. Communication needs were explored on a personalised level to ensure this was possible. Staff were able to tell us how people preferred to communicate and had specific skill sets, such as Makaton and British sign language training.

Right Culture: The registered manager, deputy manager and provider were visible and supportive to both people and staff.

The culture of the service was friendly, open and transparent where people's and staff voices were listened to in order to continually improve the quality of care. Staff spoke highly about the registered and deputy manager and felt supported within their roles. Relatives felt leaders were inclusive and supportive at all levels to ensure both them and the person living at the service was included and empowered.

Quality assurance systems were in place to have oversight at the service. When needed actions were taken and improvements were made. The registered manager understood their regulatory responsibilities and worked in partnership with others to continually improve the service.