High View

Right Care: People's capacity to make specific decisions had been appropriately assessed and staff had supported people to make meaningful decisions. Where people lack capacity to make a specific decision the service had consistently acted in the persons' best interests. Necessary applications had been made to the local authority where people lacked capacity and their freedom was restricted. People and staff were able to communicate effectively together, and tools were used appropriately to aid communication and enable people to make choices. Staff were caring and enjoyed spending time with people. The atmosphere in the service was relaxed, and people interacted with staff well. Staff had received most necessary training from the provider and felt well

supported. Relatives recognised, and records showed, that people were supported to engage in a wide variety of activities and to access the community regularly. People were supported to maintain links with friends and family and visiting was encouraged.

Right Culture: Relatives and professionals recognised that moving to High View had impacted positively on people's well being. There was a positive empowering and supportive culture in the service. However, quality assurance systems were not entirely effective, and had failed to ensure staff had the training and skills necessary t to meet people's needs. The provider's audits had identified performance issues prior to the inspection, and action plans had been developed to improve performance. Additional support had been provided to address these issues, and progress was being monitored by senior managers. The registered manager and staff team were complimentary of the support they had received from the new provider.