St Anne's Community Services - Rockhaven

Right support: Model of care and setting maximises people's choice, control and Independence. People were encouraged to set future goals and achieve these. One person was supported to spot their favourite train at the local train station. People accessed community services and they were supported to maintain family relationships. Staff communicated with people in an individualised way, to support people to make choices. 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.

Right care: Care is person-centred and promotes people's dignity, privacy and human rights. Staff were kind and caring when interacting with people. Care plans and risk assessments were person centred. People were encouraged to be independent and people's own rooms were individualised to them. We saw staff had good relationships with the people they supported. The manager understood their responsibilities and there was an open and transparent culture. Relatives felt people were safe and were positive about the care people received.

Right culture: Ethos, values, attitudes and behaviours of leaders and care staff ensure people using services lead confident, inclusive and empowered lives. Systems were in place to continuously improve the service. Staff had a good understanding of how people liked to be supported. Staff felt supported by the manager and there was a homely atmosphere in the service. The provider had regular oversight of the service. A regional manager and a quality and improvement lead supported the manager. Staff were motivated and proud of the service, they told us they felt valued and were well supported. Quality assurance and auditing systems were in place. People and relatives were kept informed of any events or incidents that occurred. The service regularly sought the views and opinions of people using the service, their relatives, staff and professionals. The service worked collaboratively with healthcare professionals and commissioners to ensure people's needs were met.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk