Cleveland Road

The service was able to demonstrate how they were meeting some of the underpinning principles of Right support, right care, right culture. People were empowered through choices offered by staff and they were supported to make decisions for themselves with support from staff. Care was individualised and recorded in a person-centred way. There was a positive culture in the service which came from leaders and was adopted by staff.

Right support: • Model of care and setting maximises people's choice, control and independence Right care: • Care is person-centred and promotes people's dignity, privacy and human rights Right culture: • Ethos, values, attitudes and behaviours of leaders and care staff ensure people using services lead confident, inclusive and empowered lives

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.

Risks to people were largely well managed. We identified a risk to one person which has been dealt with appropriately following our inspection. Infection control measures were found to be effective.

Medicines were appropriately managed and we found some people were being carefully supported to become more independent with managing their own medicines.

We identified one worker who had not received an induction. This was being dealt with by the registered manager. Staff received ongoing support which they said helped their development. There were sufficient numbers of staff who had been safely recruited to work in the home.

People received timely access to healthcare when this was needed and we saw where the provider had established wider links with partners to ensure a positive outcome for one person. People were at the centre of their meal planning and told us they enjoyed the food provided.

Staff were seen to be caring in their interactions. We discussed one interaction of concern with the registered manager and found this was suitably dealt with. People and relatives gave positive feedback about the staff. Staff respected people's privacy and dignity.

People were engaged with activities taking place both inside and outside the home. A suitable system for managing complaints was seen.

Systems in place to ensure there was oversight of the home were effective. People and relatives felt the home was well-led. Feedback was sought from people and relatives and this was seen to be positive. Regular meetings for both people and staff were taking place.

Care records were detailed and contained information for staff to understand people's needs and preferences.