Robert Harvey House

We have assessed the service against all the quality statements in the key questions of safe, effective, caring, responsive and well-led.

The service demonstrated an outstanding culture of safety, openness, and continuous learning where people consistently experienced high-quality, responsive care. People, relatives and staff consistently described the service as safe, supportive, and well-led. Robust risk management systems, proactive learning from incidents and effective oversight made sure people were protected while maintaining their independence and choice.

People received exceptionally personalised care tailored to their individual health, wellbeing, communication and support needs. They and their relatives were fully involved in planning, reviewing and shaping support, ensuring care reflected personal preferences and desired outcomes.

Staff demonstrated genuine kindness, compassion and respect. Interactions were warm, respectful, and person centred. Care plans reflected people's individual preferences, goals, and aspirations. People and relatives told us they felt listened to, valued and empowered to make decisions about their lives. Information was provided in ways people could understand enabling them to make informed choices and remain actively involved in their care and future planning.

The service benefited from visible, inspirational leadership that promoted a culture focused on helping people achieve fulfilling and meaningful lives. Staff felt highly supported and valued, with opportunities for development, wellbeing and career progression.

There were strong, robust governance arrangements, clear accountability, and effective quality assurance processes that drove continuous improvement and positive outcomes. The provider worked proactively with the wider community and partner organisations, sharing learning and best practice to enhance care both within the service and across the wider health and social care sector.