Disabilities Trust - 9 Twyford Lane

The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People using the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.

People's experience of using this service and what we found: The staff and the management team were passionate about providing people with support that was based on their individual needs, goals and aspirations. As a result, their care was tailored to meet their exact needs.

The staff at 9 Twyford Lane were committed to making sure people lived fulfilling lives and were highly motivated with a 'can do' approach which meant they were able to achieve positive outcomes for people. Without exception, people spoke positively about their experience of the service and the successes they had been supported to achieve.

It was clear the culture within the service valued the uniqueness of all individuals who lived there. The service used person centred and innovative ways to provide people with the support they needed, based on best practice. People were fully supported to follow their interests and take part in social activities to achieve their aspirations and dreams.

The service took a key role in the local community and was actively involved in building further links. For example, people were supported to volunteer at a local food bank and one person volunteered at a dog rescue centre.

The complaints procedure which was accessible to people using the service and was easy to use. This was available in easy read and a pictorial version.

Systems were in place to make sure the service was safe, with very good staffing levels and highly skilled staff to deliver good quality care.

Risks to people were fully assessed and well managed. People were supported to take positive risks, to make sure they had greater choice and control of their lives. The positive risk-taking approach showed that

staff respected people's rights for independence and to take risks.

People were fully involved and supported to safely recruit staff to work at the service. This ensured that successful applicants had the right values and skills to match the values that were at the heart of the service.

Staff were trained in infection controls and the safe administration of medicines. Robust arrangements were in place to make sure action was taken, and lessons learned when things went wrong, to improve safety across the service.

People's needs, and choices were assessed, and their care was provided in line with their preferences. Staff received an induction process when they first commenced work at the service and received on-going training to ensure they could provide care based on current practice when supporting people.

People were supported to be independent in shopping, preparing and cooking their own meals. Staff supported people to access health appointments when required, including opticians and doctors, to make sure they received continuing healthcare to meet their needs.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. The principles of the Mental Capacity Act (MCA) were followed.

Staff provided care and support in a very caring and meaningful way. They knew the people who used the service very well and had built up kind and compassionate relationships with them. People and relatives, where appropriate, were involved in the planning of their care and support. People's privacy and dignity was maintained at all times.

The service continued to be well managed. The provider had systems in place to monitor the quality of the service. Actions were taken, and improvements were made when required. Staff felt well supported and said the registered manager was open and approachable. The service worked in partnership with outside agencies.