Cromarty House

People had proactive plans in place in case they experienced periods of distress. This helped ensure staff kept them safe and supported them in a person-centred way at these times. People's care and support was provided in a safe, clean, well equipped, well-furnished and well-maintained environment which met their sensory and physical needs.

Reasonable adjustments were made for people so they could participate fully in discussions about the service.

The registered manger and staff worked well with other organisations, so people had good access to specialist health and social care support in the community.

People were supported to make decisions by staff who used best practice in decision-making and communicated with people in ways that met their needs.

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

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. We made a recommendation about recording assessments of people's capacity.

Right Care: Staff actively promoted equality and diversity in their support to people. Care plans detailed people's needs

and preferences related to any protected characteristics.

Staff protected people from abuse and poor care. The service had enough appropriately skilled staff to meet their needs and keep them safe.

People's care, treatment and support plans reflected their range of needs and this promoted their wellbeing and helped them achieve good outcomes

Staff ensured individualised risk assessments were undertaken and that people were involved in these where possible. Where appropriate positive risk taking was encouraged and enabled. Staff supported changes that individuals might want to make and assessed risks continuously

Right Culture: People lead confident, inclusive and empowered lives because of the ethos, values, attitudes and behaviours of the management and staff. The registered manager modelled good practice and led by example

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

Staff turnover was very low, which supported people to receive consistent care from staff who knew them well.

People and those important to them, were actively involved in planning their care.

People's quality of life was enhanced by the culture of improvement and inclusivity within the service.