Jane Percy House

The registered manager had established a culture which place people, their hopes and aspirations, at the centre of the service. Staff worked to support people to achieve exceptional outcomes, including securing employment and independent living. People's opinions were sought and valued and acted upon. Initiatives included people being members of health and safety committees, lobbying the local MP for improvement transport and being decision makers around staff recruitment.

Everyone we spoke with commented on how the staff and management worked together as a team which was often described as, "a family." The whole staff team were approachable, knowledgeable, supportive and welcoming. There was an absolute focus on providing high quality care and support for people. This was achieved by listening and responding to people's views and opinions as well as various quality assurance systems and audits. One person said, "The staff are great, they try their best for everyone, nothing is too much trouble."

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.

People's nutritional needs were incredibly well understood by a chef who took great care to make sure people's dietary needs were met. Staff had an in-depth understanding of people's complex needs and how each person wanted and needed their needs to be met. People were involved in all aspects of their care and support, as well as being involved in decision making around the environment, equipment and health and safety. People had been supported to lobby the local MP in relation to the provision of accessible public transport.

People said they felt very safe with the staff who were able to meet their needs well. Staff understood safeguarding procedures and any risks had been assessed and minimised. People were supported to take positive risks, particularly where this enhanced their independence, confidence and quality of life. Medicines were managed safely and people were supported to manage their own medicines were possible.

Procedures were in place to prevent and control the risk of infection. People commented on how clean the home was.

People received individual care that was provided by staff who knew people, and their preferences well. Communication needs were assessed and understood by staff who adapted their communication to meet the needs of others. A range of activities were on offer, one person said, "I really enjoy the activities now."