Hillside Lodge

The person was 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. Staff supported the person to make decisions following best practice in decision- making. Staff communicated with the person in ways that met their needs.

The service gave person centred care and support in a safe, well maintained, clean environment. On-going adaptions were made to meet the person's sensory and physical needs. Staff referred to the service as the person's home and were respectful of the person's possessions.

Staff supported the person to take part in activities and pursue their interests in their local area.

Staff worked well with healthcare professionals and supported the person to access specialist health and social care support in the community.

Staff supported the person with their medicines in a way that promoted their independence and achieved the best possible health outcome.

Right Care: Staff promoted equality and diversity. They understood the person's cultural needs and provided culturally appropriate care.

The person received kind and compassionate care from staff whose main focus was to support them to live a meaningful life. If staff saw signs that the person was not having a good day, they told us it was a, "Matter of troubleshooting," until they found out the reason why, and take action to address their concern.

Staff understood how to protect the person from poor care and abuse and worked well with other agencies to do so. They had training on how to recognise and report abuse and they knew how to apply it. One staff

member told us they would not hesitate, "To report any abuse, bullying or any negative interaction to the manager," straight away.

The person was supported by a selected, skilled staff team, which met their needs and kept them safe. When new staff were appointed to the team, it was done in a caring way, to reduce the risk of the person becoming anxious of a new face. Staff worked with professionals and received extra training to ensure they had the necessary communication skills to understand and interact with the person.

Staff supported the person to take part in activities and pursue interests that were tailored to them. Opportunities for the person to try new activities that enhanced and enriched their lives were being introduced.

Staff demonstrated a good awareness of risks the person might come across in their daily lives and take action to eliminate or reduce the risk. Where appropriate, they encouraged and enabled the person to take positive risks.

Right Culture: Staff ensured risks of a closed culture were minimised so the person received support based on transparency, respect and inclusivity.

Staff knew and understood the person very well and were responsive, supporting their aspirations to live a quality life of their choosing. They placed the person's wishes, needs and rights at the heart of everything they did.

The person received good quality care, support and treatment because staff communicated well as a team and worked closely with health and social care professionals to meet the person's needs and wishes.

Staff turnover was very low, which supported the person to receive consistent care from staff who knew them well. The high staffing level ensured the person always had someone who they knew well.