Rowans

People's experience of using this service: ● Everyone we spoke with had nothing but praise. Comments made were, "[Name] has lived there for 25 years. I have to be honest, I couldn't wish for a better place for [Name] to live. They understand [Name] down to a T." And, "They are human being's, and they are put at the centre. It's like a family environment and everyone is very, very happy." ● Some improvements were needed to make the environment safer. We could access the electric cupboard and a cupboard with hot pipes. This posed a potential risk to people. We have made a recommendation about risk management. ● Some areas were cluttered, and the environment needed some improvements. The registered manager told us they were planning to improve the environment. ● The service applied the principles and values of Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice, and independence. ● People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. Policies and systems in the service supported this practice. ● A range of activities was provided, which included involvement and use of local and wider community- based activities. ● People were cared for and supported by staff that understood their needs exceptionally well. Staff could understand people's small gestures and noises and understood what they were saying. ● Staff treated people with dignity and respect and were sensitive to their needs. Staff worked with insight and could anticipate people's needs in an individualised way. ● The service had systems in place to keep people safe, and staff followed these guidelines when they supported people. There were enough staff available to meet people's care needs and people received their medication as prescribed and on time. ● A robust recruitment process in place. Staff had been recruited safely with the skills and knowledge to give care and support to people. ● People's health and emotional needs were assessed, monitored and met in order for them to live well. ● The service worked closely with relevant health care professionals and people received the support they needed to have a healthy diet that met their individual needs and choices. ● Systems were in place to drive improvement and audits were carried out on a regular basis, which looked at the quality of the service people received. The registered manager had a clear oversight of the service. ● The needs of people were met by staff who had the right competencies, knowledge, skills, attitude, and

behaviours, to carry out their role and responsibilities.