Norwood - 60 Carlton Avenue

Right Care: The service considered diverse needs consistently in all aspects; this included care planning, risk assessing and the day to day support people received. The registered manager and provider led by example and guided staff on how to provide extremely individualised person-centred support with detailed care plans which provided clear guidance on people's wishes. Care plans were regularly updated and reviewed to ensure people's individual needs were still reflected. There was a strong focus on working collaboratively with external stakeholders to ensure people's needs were addressed and people and their relatives were heard when decisions about their care were made. The staff team showed a very good understanding of minimising risks and demonstrated their knowledge of safeguarding. The service worked continuously to explore new ways to engage people in communicating their needs. The staff and managers explored and introduced new tools to assist people to communicate their needs and wishes. The service supported people to have a well balanced culturally appropriate diet. Food and meal choices were respected and people were engaged and supported to make healthy culturally appropriate meal and food choices.

Medicines were managed safely. Staff discussed the medicines clearly and explained the reason why the medicines were prescribed.

Right Culture: The service was led by a strong management team who embedded the values of a service led by the people and empowered people to be included in all aspects of the service. Staff felt they were extremely well supported by the management team. Staff supported people who had an in-depth understanding of good practice. Staff promoted people's strengths and only offered support when people needed this to maintain and improve their independence. Care and support was innovative and the service was driven by people to achieve their own goals, dreams and aspirations. The culture within the service was to enhance peoples quality of live. There was clear evidence of working together with people to develop and improve the service and the quality of care provided. Concerns and complaints were responded to professionally, open and with transparency to make consistent improvements to the care people received.