Baytrees

Right Care People received kind and compassionate care. Staff respected and promoted people's dignity, privacy and human rights. Care and support plans were person-centred, focussed on people's strengths and promoted independence. People who had individual ways of communicating, using body language, sounds, Makaton (a form of sign language), pictures and symbols could interact comfortably with staff and others involved in their care and support because staff had the necessary skills and experience to understand them. Staff were appropriately skilled to meet people's needs and keep them safe. A relative told us, "They [staff] all know what they're doing, they always talk to [person], not over their head, everyone knows [person] and says hello. They have their own core staff who know them best though and they're very caring." Staff understood how to protect people from poor care and abuse and worked well with other agencies to do so. People told us they felt safe and viewed staff as their family. People had unrestricted access to their rooms which promoted privacy and dignity. Staff ensured people's human rights were met and people were supported to

understand they have the same rights and responsibilities as other citizens.

Right culture Staff placed people's wishes, needs and rights at the heart of everything they did. The service promoted a homely, family-based culture and people were supported in this way. Staff understood the importance of relationships to people and made communication a priority. The managers and staff at the service demonstrated values, attitudes and behaviours which supported people to lead confident, inclusive and empowered lives. Staff had received specific training to meet the needs of people with a learning disability and autistic people and spoke with passion about people and the care and support they provided. The service promoted an open and transparent culture which encouraged people and their relatives to share their views and ideas for developing the service. We saw staff fully involving people with activities and tasks of their choosing. Interactions between people and staff were patient, kind, sensitive and assuring. People were relaxed, often seen smiling and laughing together in their home.

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.