Spencer Place

Right Care People received kind and compassionate care. Staff respected and promoted people's dignity, privacy and human rights. People had unrestricted access to their rooms which promoted privacy and dignity. Care plans were holistic, person-centred, focussed on people's strengths and promoted independence. People, health and care professionals and relatives spoke positively about the care people received. One person told us, "I have struggles inside, they [staff] work with you most of the time to help you get through each day." The service used a positive risk-taking approach when considering the support people needed to help keep them safe. People told us they felt safe and worked with staff to develop their own risk management strategies. Staff knew people's risks, how to manage them. People were protected from the risk of abuse by staff who knew how to recognise and report concerns.

Right culture

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. The managers and staff demonstrated values, attitudes and behaviours which supported people to build confident, inclusive and empowered lives. Staff had received specific training to meet the needs of people living with a mental health condition and the range of strengths and impairments people with a learning disability and autistic people may have. Staff spoke with passion about people and the care and support they provided. One staff member told us, "Seeing people smile at the end of the day knowing that you've helped achieve that, that's why I do this job." The service promoted an open and transparent culture which encouraged people and their relatives to share their views and make a complaint. People's quality of life was enhanced by the service's culture of openness, inclusivity and working well with external agencies and health professionals.