Hurst House

The service has been developed and designed 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 received exceptionally personalised care and support which met their needs, reflected their preferences and promoted their wellbeing. People's care and support had been planned and developed in partnership with them. People were regularly consulted about their views of the service. People were supported by staff who knew them very well. Staff were exceptionally skilled in understanding how to support people to maximise their communication and opportunities. People's independence and right to privacy were consistently respected. People and their relatives expressed they were very happy with the care and support people received. Staff spoke with passion about the people they supported, and were committed to deliver good care.

We found people were confident to approach staff for support and appeared relaxed around them. Relatives told us people were safe and our observations confirmed this. Staff understood the importance of safeguarding and were able to tell us what they would do if they had concerns about a person's wellbeing. There were sufficient staff with the skills and knowledge to give people the support they needed, at the right times. People received their medicines as prescribed from appropriately trained staff. The service was very well-maintained.

People were treated with dignity and respect and their independence was promoted. People and their relatives said staff were very kind and caring. There was a happy family atmosphere at the home. People were encouraged to retain and gain independence, for example by involvement in daily living tasks where possible. People were closely involved in the development and updating of their individual care plan and met with staff on a regular basis to discuss and agree any changes.

Staff were caring and friendly and supported people with kindness and compassion. Staff had an empowering attitude to support people's personal development, and each person was supported in a way that was individual to them. Staff received training to ensure they had the skills they needed to support people with complex needs. Staff were highly motivated to access training and told us that they were well supported.

People had complex needs and demonstrated behaviour that may challenge services. People received care that was based on best practice guidelines that met their individual needs and successfully reduced instances of incidents within the service. Comprehensive assessments were made before people began using the service. Staff communicated effectively with relevant professionals to ensure people received the healthcare support they required. Staff supported people to buy, prepare and cook food. 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. Staff were highly motivated to access training and told us that they were well supported.

People, their relatives, and professionals felt the service was well run and commented on the positive approach of the management team. Staff told us they felt the registered manager was approachable and they felt valued. People, relatives and staff were given opportunities to share their views about the service. The provider carried out regular auditing to ensure the quality of care provided was good. There was a culture of continuous learning, which was driven by the management team.

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.