Phoenix House

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people. We considered this guidance as there were people using the service who have a learning disability and or who are autistic.

People received their medicines safely by staff who had the required training and competencies to do so. People were supported to be independent in taking their medicines when appropriate.

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.

People's health needs were met. Staff supported people to access healthcare support and referrals to healthcare professionals were completed as required. People were supported with healthy eating and maintaining a healthy lifestyle.

Right Care: People were at the heart of the service. People were consistent in telling us, staff were caring and kind. People felt valued at Phoenix House and told us, staff promoted their dignity and independence, and treated them with respect. People were supported to learn new skills and maintain the skills they already had.

People were supported by a consistent staff team who knew them well. Staff had been recruited safely and had received sufficient training to support the people living at Phoenix House.

People's communication needs were recorded, and staff understood people's preferred communication.

The registered manager understood their responsibility to meet the accessible information standard and ensure all people were given every opportunity to understand information given to them.

Right Culture: People had detailed plans of the care and support they required. Care plans were person centred and kept up to date. Equality and diversity was celebrated and people's individual needs were met.

Systems and processes were effective in ensuring the service was safe and improvements were made as required. The registered manager and provider completed regular audits to monitor and assess the service delivered. People, staff and relatives were asked to feedback on the service.

Staff felt appreciated and were consistently positive about the management of the service. Staff were supported within their roles and the registered manager supported staff with their wellbeing as well. Staff told us they enjoyed working at Phoenix House and felt respected at work.