Mercers

The service had been developed and designed in line with the values that underpin the Registering the Right Support and other best practice guidance. These values include choice, promotion of independence and inclusion. People with learning disabilities and autism using the service can live as ordinary a life as any citizen. 'Registering the Right Support' CQC policy.

People's experience of using this service:

Staff had a good knowledge of how to keep people safe from avoidable harm and risk assessments were in place for staff to follow.

People were supported to take their medicines in a safe way.

Staff were recruited safely and appropriate checks were carried out before they started work at the service.

Training for staff had not always completed and not all staff had undertaken the Care Certificate where required to ensure they had the skills knowledge and experience to deliver effective care and support to people using the service.

Staff had a good understanding of key pieces of legislation and when they should be applied including the Mental Capacity Act 2005.

Where lessons were learned, feedback was provided to staff to ensure continuous improvement took place throughout the service.

Quality assurance processes did not always effectively identify issues in the service to ensure sufficient oversight of the service. Although audits were undertaken further work was needed to ensure themes and trends were identified and managed. The inspection found improvements had been made but the provider and registered manager need to ensure improvements are sustained and continue to drive improvements forward.

People received care and support based on their individual assessment, needs and preferences.

People were supported by staff who understood the need to ensure person centred care and to respect and listen to people. The registered manager ensured consistency in staffing to enable positive relationships between staff and people.

People were well cared for by staff who treated them with respect and dignity.

Systems were in place for people to raise complaints and concerns.

Staff liaised with other health care professionals to ensure people's safety and meet their health needs.

Staff spoke positively about working for the provider. They felt well supported and could talk to management at any time, feeling confident any concerns would be acted on promptly. More information is in the full report