The Poplars

The service gave people care and support in a safe, clean, well equipped, well-furnished and well- maintained environment that met their sensory and physical needs. Relatives felt the home was safe and homely which was important to them and the people at the service.

Staff supported people to make decisions following best practice in decision-making. Staff communicated with people in ways that met their needs. Reasonable adjustments were made for people so they could be fully in discussions about how they received support, including support to travel wherever they needed to go. This included providing information to people in a format they could understand, such as easy read.

Staff enabled people to access specialist health and social care support in the community. The provider also had an in house multi-disciplinary team (MDT) which worked closely with the home to provide prompt clinical support when required.

Staff supported people to play an active role in maintaining their own health and wellbeing. We saw conversations were had with people about their medical needs and what worked well for them, what didn't work for them and what they would like to happen next. Right Care People received kind and compassionate care. Staff protected and respected people's privacy and dignity.

They understood and responded to their individual needs.

We observed people who had individual ways of communicating, using body language, sounds, pictures and symbols interact comfortably with staff and others involved in their care and support because staff had the necessary skills to understand them. When people were finding communication difficult, we observed staff to revisit conversations with people when they were more comfortable.

People's care, treatment and support plans reflected their range of needs and this promoted their wellbeing and enjoyment of life.

People could take part in activities and pursue interests that were tailored to them. The service gave people opportunities to try new activities that enhanced and enriched their lives.

Staff and people cooperated to assess risks people might face. Where appropriate, staff encouraged and enabled people to take positive risks.

Right culture People led inclusive and empowered lives because of the ethos, values, attitudes and behaviours of the management and staff.

Staff placed people's wishes, needs and rights at the heart of everything they did.

People and those important to them, were involved in planning their care. Relatives were positive about the communication from the staff and felt their views were listened and acted upon.

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