Wey View

The service was not always able to demonstrate how they were meeting the underpinning principles of Right support, right care, right culture.

Right support: The number of staff on duty each day was sufficient to keep people safe, but did not reflect the number of commissioned staffing hours each day. This meant some people were not receiving personalised support to ensure they had opportunities to enjoy meaningful activities, participation in their community and a good quality of life. The provider was aware of concerns raised by relatives and staff about restricted opportunities for people to take part in activities or to access the community but had not effectively addressed these concerns.

The provider was aware of concerns raised by relatives and staff that people were not receiving their commissioned support hours. Some relatives felt their family members were not enjoying a good quality of life because they were not receiving support to access their community or to take part in meaningful activities. However, the provider had not acted to ensure people received the support they needed to live fulfilling and meaningful lives.

Right care: Staff knew how to recognise and report abuse or poor practice. When safeguarding concerns had been raised, these had been reported and investigated. The provider's recruitment procedures helped ensure only suitable staff were employed.

Medicines were managed safely. Risk assessments were in place to help keep people safe. Accidents and incidents were reviewed and action taken to help prevent similar events happening again. The home was clean and hygienic and staff understood how to minimise the risk of infection.

People who did not use speech were supported to express their needs and wishes through alternative

methods of communication. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

The provider's positive behaviour support (PBS) team had developed individual PBS plans for people, which contained guidance for staff about the potential triggers for emotional reactions and strategies for staff to employ when responding to the reactions.

Right culture: There had been a number of management changes in the months prior to our inspection, which had affected the consistency of leadership and communication with relatives. Relatives told us communication with them had recently improved and we found the registered manager had improved several aspects of the service since taking up their post, including quality monitoring systems.

People who lived at the home, their relatives and staff had opportunities to give feedback about the service. The registered manager supported staff well and was available for advice and guidance. Team meetings took place regularly, to which staff were encouraged to contribute. The service had established effective working relationships with other professionals involved in people's care.

Relatives knew how to complain and felt able to raise concerns if necessary. A complaint from two relatives about the support their family member was receiving was being managed in line with the provider's complaints procedure at the time of our inspection.