United Response - 131 Kneller Road

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. People had developed positive and meaningful caring relationships with staff who provided their care. Staff had worked at the service for long periods and had established a rapport with the people they cared for. Relatives commented, "Very kind, polite and friendly" and "It's one big family."

Staff provided care to people respectfully and ensure they upheld their dignity and privacy. A relative commented, "They treat [person] and everyone with respect." People were asked for their consent to the care and support provided. Where possible staff supported people to be as independent as possible and to make choices about their daily living.

People and their relatives were happy about the care and support provided. Comments included, "The staff are good and so is the care" and "Very pleased with the whole team." People received care in a manner that protected them from the risk of avoidable harm and abuse. Staff were trained in safeguarding adults and were aware of responsibilities to identify and report abuse to keep people safe. Risks to people's health and wellbeing were identified and managed safely. Right Culture: The ethos, values, attitudes and behaviours of leaders and care staff ensure people using

services lead confident, inclusive and empowered lives.

People were supported by enough trained and skilled staff. Relatives told us, "[Care staff] know how their jobs well" and "[Staff] are well trained and very skilled."

Staff followed best practice and guidance in managing, administering and storing of people's medicines as they were trained to do so safely. Infection control and prevention practices and including those associated with COVID-19 were implemented to minimise spread of disease and contamination. The registered manager reviewed incidents and ensured staff learnt from their shortcomings in care delivery.

People were supported by staff who underwent safe recruitment processes, an induction, training and supervision to make them competent in their roles. People's needs were met through timely interventions by healthcare services when required. A relative told us, "[Person] sees the GP whenever they're unwell" and "[Staff] makes sure [person] attend all hospital appointments."

The provider and registered manager used quality assurance checks effectively to identify shortcomings in care delivery with improvements made when needed. The service worked in close partnership with other agencies.