Gowlands

We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.

The provider had processes in place to investigate safeguarding concerns. However, incidents and accidents were not always robustly monitored and reviewed to ensure all appropriate actions were taken. Not all risks to people’s health and safety had been assessed and recorded to ensure staff had detailed guidance about how to manage risks to people safely. There were enough staff available to meet people’s needs. Staff worked well together and understood how people liked to be supported. However, the provider had not always ensured staff recruitment and training processes were monitored robustly.

Staff and leaders had a shared vision and culture which placed people at the centre of the service. Leaders were visible, knowledgeable and supportive. At the time of the inspection, leaders were still in the process of embedding governance processes following a period of management and staffing changes. We found the provider’s governance processes were not yet implemented effectively and this meant safety and quality issues in the service were not always promptly identified and addressed. However, the provider was responsive to feedback given during the inspection, taking immediate action to make improvements and address concerns.

Staff managed people’s medicines safely. People were treated with kindness and compassion, and staff protected their privacy and dignity. People were treated as individuals and staff supported them in line with their preferences. Staff responded to people in a timely way to minimise any distress or discomfort.

People received fair and equal care. The provider worked in partnership with other health professionals to promote good outcomes for people. Staff monitored people’s health to support healthy living and identify any changes or concerns.

The provider supported staff wellbeing. Staff felt encouraged to give feedback and were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities and were given the time and resources to try new ideas to continuously improve people’s experience of care.