Chard Manor

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. 'Right support, right care, right culture' is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.

Right Support People had choice and control over their lives. Staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People received personalised care and support built around their needs and wishes. They had a staff team who they knew and trusted, although staff changes had affected them.

Staff were trained to support people. People were relaxed and comfortable with the staff who supported them. Staff now supported people with their medicines in a safe way.

Right Care People's care plans described the care being delivered by staff and people's chosen lifestyle. The staff team had a good understanding of people's needs and were flexible to enable them to meet changing needs and wishes.

People were once again enjoying regular activities and interests outside of the home. Staff had worked with people to help re-establish routines and activities, try new things and achieve their goals. People's achievements were recorded and celebrated.

People received kind and compassionate care. Staff protected and respected people's privacy and dignity. Staff were understanding and responded well to people's needs.

People were kept safe from avoidable harm because the service had a clear policy to support staff to recognise and report abuse or poor care. Staff spoken with did not have any concerns about possible abuse

or poor practice. Relatives had no concerns about people's safety.

Staff recognised signs when people experienced emotional distress and knew how to support them.

People's individual ways of communicating had been focused upon recently. The training in, and improved use of, sign language by staff had been particularly beneficial. People interacted confidently with staff because staff had the necessary skills to understand them.

Staff felt well supported. There was ongoing training and supervision for staff to make sure practice always followed best practice guidelines.

Right culture There had been significant changes in the home's management team over a period of time. This had led to instability and a decline in the quality of the service. The service had been steadily improving since the current registered manager had been in post.

Relatives told us they had renewed confidence in the management of the home. Most relatives were closely involved with the service and had regular contact with staff.

People were supported by a small management team. The provider and registered manager consistently assessed, monitored and improved the quality of the service where possible. There had been cultural issues within the team, but these had been addressed and the culture had improved.

People and those important to them were involved in planning their care. Relatives told us they were involved in their loved one's life and they were now being listened to once again.