Tozer House

Right Care: People received kind and compassionate care. Staff respected and promoted people's dignity, privacy and human rights. Care and support plans were person-centred, identified people's strengths and promoted independence. Staff were appropriately skilled to meet people's needs and keep them safe. One person told us, "Staff are always here to give you a bit of help when you need it." Staff understood how to protect people from poor care and abuse and worked well with other agencies to do so. People told us they felt safe and had good relationships with staff. People had unrestricted access to their rooms which promoted privacy and dignity. Staff ensured people's human rights were met and people were supported to understand they have the same rights and responsibilities as everyone else.

Right Culture: The managers and staff demonstrated values, attitudes and behaviours which enabled people to lead confident, inclusive and empowered lives. Staff placed people's wishes, needs and rights at the heart of

everything they did. Staff had a proactive approach to dealing with issues and concerns to enhance people's wellbeing and reduce potential risks to their health and safety. The service promoted a homely culture and people were cared for in this way. Staff had received specific training to meet the needs of people with a learning disability and autistic people and spoke with passion about people and the care and support they provided. The service promoted an open and transparent culture which encouraged people and those important to them to share their views and ideas for developing the service. We saw staff fully involving people with tasks and activities they had chosen; and interactions between people and staff were patient, kind, sensitive and assuring.