Chosen Court

Right Support: We received mixed feedback from people and their relatives about the opportunities to engage in activities of interest. The registered manager told us that they were supporting people to reengage with activities after the pandemic. We have made a recommendation for the provider to review people's activity preferences to ensure they remain current.

There was evidence of risk assessments for the building and environment. Regular health and safety audits and environmental checks were carried out to monitor the safety of the service

The environment did not meet the principles of Right support, right care, right culture as there were more than 6 people living in one communal home. However, despite the large environment, consideration had been given to the principles. The regional operational director told us, "All of the refurbishment and building work has taken place to personalise people's environment. It has been needs based and we are making more space and a 'break out' area for people."

People had not always been supported to take their medicines in accordance with their individual needs and preferences.

Agency staff had been used to ensure safe staffing levels had been maintained through a high level of staff turnover.

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.

Right Care: People's care records did not always contain the necessary detail to evidence the personalised care, support and treatment people received. A high level of staff turnover had meant the service had recently become more reliant on agency staff. Staff were not always able to explain their role in respect of individual people without having to refer to documentation. Therefore, the shortfalls we identified in relation to people's care records meant that we could not always be assured people's wishes and preferences would be met.

Right Culture: We received mixed feedback from people, relatives and professionals about the culture of the home. Some permanent staff told us they believed that, after a period of high staff turnover, things were now improving. The provider had put measures in place to make the necessary improvements and an agreed timeline for improvements had been implemented. More time was needed for this to be achieved.

Quality assurance processes included a variety of audits. These had been operated effectively at provider level, but internal home audits had not identified the concerns we found on inspection.