Heightlea

Right Care Assessments of people's capacity to make specific decisions had not been reviewed and updated by the new provider. Instead, the service continued to rely on assessments completed by the previous provider that were not sufficiently decision specific. In addition, people's care plans did not include sufficiently challenging goals to support the development of new skills and improve independence. People were happy and confident requesting support from staff who they enjoyed spending time with. Staff got on well with the people they supported and had the skills necessary to meet people's needs. Visiting was actively encouraged and people were regularly supported to meet up with friends and relatives.

Right Culture: Staff had been safely recruited and there were enough staff available to meet people's needs. The new provider was actively recruiting and was working with staff to reduce working hours to an appropriate level.

Quality assurance systems were effective and had identified failings in relation to capacity assessment, goal setting and care planning. The provider had chosen not to immediately address these issues to prevent changes to systems impacting on the quality of care people received. The new provider intended to introduce a new digital care planning system to support the effective resolution of these issues. The registered manager and staff team were well supported. Relatives were highly complementary of the changes and improvements they had observed since the new provider's involvement with the service. The service learned when things went wrong and changes had been made to systems and procedures following incidents to prevent similar events reoccurring.