United Response - 1 St Alphege Road

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

People's experience of using this service: People were supported by a long-standing staff team who knew them well and understood their needs. People told us the staff were kind, caring and helpful. People were at the centre of their care and were encouraged and supported to express their wishes. People were supported to stay safe. Staff supported people to understand when they could be vulnerable and how to manage this. Positive risk taking was encouraged and people were involved in assessing risks and planning how to minimise them. People were involved in planning and cooking their own meals. Staff supported them to understand what food they needed to stay healthy. People's health needs were well managed. People were encouraged to increase their understanding of their health conditions. Staff worked with health professionals and followed any advice given. People took part in a range of activities they enjoyed. People were encouraged to try new things and staff consistently tried new ways to engage people. Staff continued to offer people opportunities no matter how often people declined to take part. People and staff told us the manager was approachable and very supportive. Regular audits were completed, and shortfalls addressed. Lessons were learnt from mistakes and learning shared with people and staff. There was a sense of equality at the service with everyone's views being considered and listened to.