Redbank House

People using this service consistently experienced outstanding caring from a well led service. People consistently told us how they were treated with exceptional kindness, compassion and respect. We received overwhelmingly positive feedback on how staff were supportive and went the extra mile to get care just right for people. A person told us, "I want to praise the staff. They have done wonderfully hard work looking after us."

People and relatives told us they felt very fortunate to have found a service that specialised in supporting people living with Prader-Willi Syndrome (PWS). A relative told us, "They fully understand [person's] behaviour and allow them as much time as they need. It's the best care they've ever had. It's just so wonderful and lovely. I would rate it outstanding." A person told us, "One of the best things is living with [other] people who have PWS."

People were truly placed at the centre of the service and were involved in decisions about their care to an extent that they achieved outstanding and transformative outcomes in their lives.

Raising people's confidence, self-esteem and self-belief was at the heart of the service's culture and values. It is embedded in everything that the service and its staff do. As a result people achieved outstanding outcomes that exceeded anything they had thought possible. A relative told us, "[Person] was merely existing before they came here, now they have their life back." A staff member told us, "We are driven by our belief that there can be a future for people living with PWS."

People were respected, listened to and influential. They were involved in recruiting staff. A person had become a spokes person for the wider community of people living with PWS.

People received exceptionally personalised care and support specific to their needs and preferences. The training staff received was structured around people's individual needs. Each person was respected as an individual, with their own social and cultural diversity, values and beliefs. People had their human rights upheld.

The service continued to have a good track record and had become an exemplar service for people living with PWS. The service was highly in demand and a place where people wanted to work. The service remained at the heart of the local community with strong community links. It was affiliated to a number of regional, national and international organisations specialising in research and support for people living with PWS.

Staff were highly motivated by what people had achieved with their support and this drove them to support people to continually expand their horizons. A staff member said, "Staff at all levels have been amazing, they

have tremendous knowledge about the people." There were high levels of satisfaction across all staff.

There was a particularly strong emphasis on continuous improvement and supporting people to overcome the many challenges of living with PWS. More information can be found in the detailed findings below