Real Life Options - 18 Bisley Drive

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. 'Right support, right care, right culture' is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.

Right Support 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 service was flexible and adapted to people's changing needs and wishes and promoted their independence. Care was completely centred and tailored to each individual. A relative commented, "[Name] likes going out and about, but staff will respect whatever [Name] wants to do, even if that means some private time."

Risk assessments were in place. They identified current risks to the person as well as ways for staff to minimise or appropriately manage those risks, including positive risk taking. Staffing capacity was sufficient and staff deployment was effective to ensure people's needs were met in a safe, timely and consistent way. A relative commented, "Staff are friendly and professional, they do care about the people. They have formed a relationship with us as family members. The staff are regular and the continuity helps."

Systems were in place for people to receive their medicines in a safe way. Staff were encouraged to continue their professional development in order to progress and provide the best outcomes for people. Staff demonstrated that they really understood the importance and benefits of providing person-centred care. The service was following safe infection prevention and control procedures to keep people safe.

Right Care The staff team supported some people with complex needs. People's diversity as unique individuals with their own needs was well-respected by staff. The staff team knew people extremely well and provided support discreetly and with compassion. People's privacy was respected, and people were supported to maintain contact with relatives and friends. There was clear evidence of collaborative working and excellent communication with other professionals to help meet people's needs and enhance their quality of life.

Everyone complimented and highly praised the staff team. Comments from relatives included, "Staff are all spot on, they are all great" and "It's fabulous, they are brilliant staff there. I could go on all week, to tell you how much I love that service. It's just a fantastic place, I can't find anything wrong with them. I could go there myself for a holiday. I know [Name] is being really well looked after." People were encouraged and supported to lead as fulfilled a life as possible. They were supported to follow their dreams and aspirations. A relative said, "[Name] is probably out nearly every day when they're there, they have a better social life than I have."

Right Culture Real Life Options-18,Bisley Drive was exceptionally well led. The provider's vision and values were truly person-centred to make sure people were at the heart of the service. This vision was driven by the exceptional leadership of the registered manager and management team. There was a positive atmosphere at the service. Staff spoke very positively about working at the service and the people they cared for. Staff said the management team were very approachable and they were supported in their role. There was a very strong and effective governance system in place. People, relatives and staff were very confident about approaching the management team if they needed to. They recognised that their views and feedback were valued and respected and consistently used to support quality service development. Strong processes were in place to manage and respond to complaints and concerns.