Coopers@Ambleside

Right Care: People received kind and compassionate care from staff at the home. A relative said, "Absolutely fantastic staff and management so caring and competent with people with complex needs." Staff and the management team protected and respected people's privacy and dignity. They spoke about people with respect and were knowledgeable about people staying at the home on respite care. Staff understood how to protect people from poor care and abuse. They had received training on how to recognise and report abuse. Training in this area was regularly updated. There were sufficient appropriately recruited and skilled staff to meet people's needs and encourage them to develop their life skills. Staff had good ways of communicating, using body language, sounds, and pictures so they could interact with people in a positive way. Staff, people supported, and their advocates cooperated to assess risks people might face. Where appropriate, staff encouraged and enabled people to take positive risks and live an independent life as possible whilst at Coopers @ Ambleside.

Right Culture: The service promoted person-centred care involving people who used the service and their families. People led inclusive and empowered lives because of the ethos, values, attitudes and behaviours of the management team and staff. People and those important to them, including advocates, were involved in

planning their care before arriving at Coopers @ Ambleside and during their stay. Staff evaluated the quality of support provided to people, involving the person, their family and other professionals as appropriate. Staff ensured risks of a closed culture were minimised, so people received support based on transparency and respect. Relatives told us staff and the management team treated people and their families with respect. Relatives told us they felt comfortable to raise any issues and were confident they would be listened to and dealt with. The management team had a range of systems and processes to monitor the quality of the service and drive improvements.