Normandy House

Normandy House is a family sized property in a residential area which looks similar to other houses on the street. It is located in the suburbs so transport is required to access community resources and the town.

Improvements were needed to quality assurance processes to ensure they were completed within the provider's timescales and identified issues which needed action. The registered manager was committed to ensuring people received good quality care in line with the Right support, right care, right culture guidelines and followed up promptly on issues brought to their attention.

People received safe care and were supported by a consistent team of staff. Safe recruitment processes were in place. Processes were in place to ensure lessons were learned when things went wrong.

Infection prevention and control measures were in place including sufficient stocks of personal protective equipment (PPE) to reduce the risk of cross infection.

People living in the service, relatives/next of kin and staff had opportunities to contribute their views. Positive feedback was received about communication between staff and relatives. Relatives knew how to make a complaint if they needed to.

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right Support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people.

Based on our review of the key questions Safe and Well-led, the service was able to demonstrate how they were meeting the underpinning principles of Right support, right care, right culture.

Right support: • People were supported to have choice and control of their lives. People were starting to be able to do

activities they enjoyed again, and meet more often with family and friends, following the lifting of the pandemic restriction. Right care: • People were cared for safely. We found some issues with documentation which needed to be strengthened. Right culture: • The registered manager and staff promoted a positive and open culture. When issues were brought to the attention of the registered manager they were dealt with appropriately. Relatives knew how to make a complaint and felt any concerns would be taken seriously.