Primrose Villa

Right Support The model of care and setting maximised people's choice, control and independence. The home had good access to the local community and amenities. 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.

Staff focused on people's strengths and encouraged them in their individual interests. We observed one person enjoying a makeup and hair session with staff. Another person liked to use the homes exercise equipment which included a running machine. Another person told us they liked to go out for meals and take part in social events which were run by another organisation.

People were supported by enough staff on duty. People received their medicines in a safe way. People were protected from abuse and neglect. People's care records and risk assessments were clear and up to date.

Right Care Staff knew people well and demonstrated an understanding of people's individual care, behavioural and communication needs. This helped ensure people people's views were heard and their diverse needs met.

People could communicate with staff. Staff understood their individual communication needs and were consistent in their approach and response. People's care plans informed staff of any specific ways to best communicate with people.

The core staff team had the appropriate levels of knowledge and skills to support people and responded to their individual needs and choices. Staff promoted people's dignity and treated them respectfully. They understood people's needs and provided security and encouragement.

Staff promoted equality and diversity in their support for people. They understood people's cultural needs and provided culturally appropriate care.

Right Culture The staff at Primrose Villa were committed to ensuring people were leading the lives they wanted. Staff created an environment that inspired people to understand and achieve their goals and ambitions.

People received care which was inclusive and directed by them. Staff knew and understood people well and put their needs at the heart of the support they provided. Staff ensured people were involved in their care plans and that they promoted people's right to independence and choice.

Staff ensured risks of a closed culture were minimised so that people received support based on transparency, respect and inclusivity.