Hobbits Holt

The ethos and culture of the service centred on people. People were at the heart of the service and their involvement and feedback was valued by the provider. Staff were responsive to people's needs and went out of their way to ensure people lived a fulfilled life. Their patience and dedication assisted people to reach their potential. Staff consistently provided a service which had been tailored to meet the needs of individuals.

The provider had ensured there was effective oversight and governance of the service. The managers of the service worked alongside staff to ensure that any issues were managed and priorities in relation to the quality of support were identified and acted upon promptly.

People's independence was respected and promoted and the support provided to people focused on them having opportunities to develop and maintain relationships. People received a consistent level of care from a team of care staff. There were enough staff employed to meet people's needs.

Staff communicated with people effectively to ascertain and respect their wishes. People could decide how and when their care was provided. Safe recruitment practices were followed to protect people from unsuitable staff.

People received care and support that was person-centred and individualised. People's communication needs were identified, recorded and highlighted in care plans. People had access to documents in large fonts and there was extensive use of pictures and symbols throughout the records we reviewed.

People were supported to access other health services when needed. People's care plans provided staff with information about people's preferences and ways in which staff could support people emotionally and with the activities they enjoyed. Staff were very responsive to people and their ongoing health needs.

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.

The service applied the principles and values of Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence. The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.