3L Care Limited

People's experience of using this service: A holistic approach had been adopted in the assessing, planning and delivery of people's care and support. Care plans were extremely detailed and identified intended outcomes for people. Staff provided excellent care and support that was met in a way people preferred and provided consistent and positive outcomes that exceeded expectations. Staff worked hard to provide a consistently better quality of life for people by supporting them to develop in areas such as communication, social interaction, education and independence. Family members spoke highly of the support provided and told us how their relatives had achieved improvements in their own abilities, independence and confidence.

The outcomes for people using the service reflected the principles and values of Registering the Right Support in the following ways; promotion of choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.

People were supported to live enriched lives and do what they chose. Staff encouraged them to be as independent as possible whilst ensuring they remained safe. Risks that people faced were identified and assessed and measures were put in place to manage them and minimise the risk of harm occurring. Staff showed a good understanding of their roles and responsibilities for keeping people safe from harm. Medicines were managed safely and people received medication at the right time. Family members told us they felt extremely confident their relatives were safe.

Positive relationships had been developed between staff and people using the service. There was laughter and warmth within the service and staff spoke positively about the people they supported. Family members spoke positively about the caring attitudes of staff and told us their relatives were well looked after. Staff treated people with dignity and respect and made sure personal information was kept private.

Staff showed a genuine motivation to deliver care in a person-centred way based on people's preferences. The management team and staff had developed strong, familiar and positive relationships with people and family members. Throughout the inspection the management team and staff were observed to be warm and affectionate towards people and often displayed physical contact that was appropriate and accepting from people. Family members described staff as being extremely caring and that the service 'went the extra mile' for people to ensure they lived a good quality life.

The leadership of the service promoted a positive culture that was person centred and inclusive. Family members and staff all described the management team as supportive and approachable. The management

team showed a continued desire to improve on the service and worked closely with other agencies and healthcare professionals in order to do this. Effective systems were in place to check on the quality and safety of the service and improvements were made when required.