Pamela Barnett

Staff assessed all aspects of people's physical, emotional and social needs and ensured these were met. Staff were effectively supported to develop and maintain the required skills and knowledge to support people with complex needs associated with their learning disability. Staff emphasised the importance of eating and drinking well and reflected best practice in how they supported people to maintain a healthy balanced diet. Staff worked effectively with healthcare professionals to make sure care and treatment met people's changing needs and consistently achieved good outcomes. People's rooms were personalised to reflect their individuality and safe outside spaces with quiet areas accommodated family visits, including a sensory garden accessible to people who required support with their mobility.

People experienced caring relationships where staff treated them with kindness and compassion in their day-to-day care. People were supported to make decisions about their care and these choices were respected by staff. Staff consistently treated people in a respectful manner and intervened discretely to maintain their personal dignity. Staff knew how to comfort and reassure different people when they were worried or confused.

People experienced person-centred care, which consistently achieved good outcomes and had significantly improved the quality and longevity of their lives. People received information in a way they could understand and process, allowing for any impairment, such as poor eyesight or hearing. People were enabled to live as full a life as possible and were supported to take part in imaginative activities, which enriched the quality of their lives. People were supported to keep in touch with family and friends, which had a positive impact on their well-being. People knew how to make complaints and were confident the

management team would listen and address their concerns. The service worked closely with healthcare professionals and sensitively explored people's end of life care wishes.

The management team led by example and promoted a strong caring, person-centred culture where people and staff felt valued. Staff were passionate about their role and consistently placed people at the heart of the service, clearly demonstrating the caring values of the provider. The registered manager understood their responsibilities to inform people when things went wrong and the importance of conducting thorough investigations to identify lessons learnt to prevent reoccurrences. The governance structure ensured there were robust measures to monitor quality, safety and the experience of people within the service. Quality assurance was embedded within the culture and running of the service, to drive continuous improvement. During the pandemic, staff had used technical solutions to keep families up to date with events and activities going on in the home, which they found reassuring.

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.

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right Support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people.

The service was able to demonstrate how they were meeting the underpinning principles of Right support, right care, right culture.

New services should not be developed as part of a campus style development. Pamela Barnett was opened in 2008 prior to this guidance and has been the home of people for 13 years. At the time of inspection, the provider was completing a consultative process with all stakeholders, including people, their families, advocates and commissioners of care, demonstrating they were involved in the future development of the service. • Whilst the home was registered to support 16 people, the building comprised four fully self- contained flats with communal accommodation exclusive to the people living in the flat. Each person had dedicated keyworkers to ensure people experienced good continuity of care from staff with whom they shared a special bond. Relatives, health and social care professionals and commissioners praised the service for maximising the quality of people's lives, through the consistent provision of choice and control and supporting their independence. People, relatives and commissioners consistently told us they thought Pamela Barnett was the best place for people to be, who considered it to be their home and where they wished to stay. People consistently experienced person-centred, individualised care, which respected their privacy, promoted their dignity and protected their human rights. The provider and management team demonstrated a comprehensive understanding of the Mental Capacity Act. The values and inclusive culture of the service leaders and staff ensured people were empowered to lead enriched and fulfilled lives.