Ivy Cottage

Right Support: 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 model of care and setting maximised people's choice, control and independence. Risks to people were assessed, monitored and managed safely. Systems in place protected people. The provider had acted to manage infection risks. There were enough staff to safely meet people's needs. Staff had the necessary skills, knowledge and experience to know how to meet people's needs, and people were actively involved in recruiting staff.

People's medicine support was managed safely, and staff supported people with their medicines in a way that promoted their independence and achieved the best possible health outcome. People were supported by staff to pursue their interests and to achieve their aspirations and goals. People had a choice about their living environment and were able to personalise their rooms. Staff supported people to make decisions following best practice in decision-making and communicated with people in ways that met their needs.

Right Care: Care was person-centred and delivered in a way which promoted people's dignity, privacy and human rights. Staff offered people choices and involved people when supporting them with activities and meals. The provider worked alongside partnership agencies to ensure people's support needs were identified; this ensured people achieved good outcomes. People's equality characteristics were explored and celebrated. Safety and support plans identified people's circles of support.

Staff understood how to protect people from poor care and abuse and worked well with other agencies to do so. People could communicate with staff and understand information given to them because staff supported them consistently and understood their individual communication needs. People's care and support plans reflected their range of needs and this promoted their wellbeing and enjoyment of life. People

received care that supported their needs and aspirations, was focused on their quality of life, and followed best practice.

Right Culture: The provider's quality assurance systems, processes of audit and service review ensured the safety and quality of care. The ethos, values, attitudes and behaviours of leaders and care staff ensured all people using the service lead confident, inclusive and empowered lives. People were supported to regularly identify, or review, on-going individual aspirations and life goals.

Staff valued and acted upon people's views. People's quality of life was enhanced by the service's culture of improvement and inclusivity. Staff ensured risks of a closed culture were minimised so that people received support based on transparency, respect and inclusivity.