Queens Lodge

The service consisted of two large homes, bigger than most domestic style properties. This is larger than current best practice guidance. Despite this, the service was run in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People using the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.

People had support plans in place that were started before they arrived at the service. The registered manager and other staff organised tea visits for prospective new residents and worked hard to make people feel at home. Staff followed clear support plans for people including positive risks. Staff had specific training in people's particular needs. Staff had infection control training and food hygiene training. People and staff cooked together and made healthy food with a varied menu. People were able to make their own decisions about their hobbies and the way they spent their days. People at the respite care home left the site during the day to attend day centres and education facilities. Some people at the residential home also had hobbies or jobs outside of the service and staff supported people to go out into the community.

Staff were very caring and friendly. We saw staff and people joking and laughing together as they prepared food at the home. Staff took time to communicate with people in ways that works for them, using clear speech, hand gestures and facial expressions. People were treated with dignity and respect by staff who encouraged them to be as independent as possible. A person told us, "I like it here, at the last place no one said hello." And another person said, "I can talk to people here."

People's care was personalised. The registered manager got to know people and their families before they came to stay at the home and continued to update support plans as staff grew to know people well. People were encouraged to fulfil their potential and staff took pride in seeing people get jobs and flourish in the community. Policies for the home were available for people in easy read formats. The staff focussed on how to enable people to live full lives and make friends. The registered manager acted on complaints and when necessary changed procedures to ensure incidents were not repeated.

The registered manager was a positive, proactive person who supported staff well. Staff were proud to work at the home and enjoyed spending time with people. One staff member told us, "The teamwork is very good. The managers are really good, it's flexible. The flexibility is good, and you meet different people every day, it's challenging but interesting." And another said, "I call this place my home. I love my job." A relative told us, "Beyond all expectation, the registered manager and the team work with us collaboratively all the time to encourage [person] to grow skills and build confidence in carrying out tasks in a safe environment where he is comfortable. They are knowledgeable and empowering, offering great advice and creative solutions."

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.

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.

The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.