Redlands

Right Support: People lead confident, inclusive and empowered lives where they were in control and could focus on areas of importance to them. The ethos, values, attitudes and behaviours of the management and staff provided support in the way each person preferred and enabled them to make meaningful choices.

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.

Right Care: Care and support plans were holistic and reflected people's needs. These reflected a good understanding of people's needs with the relevant assessments in place, such as communication and sensory assessments. Support focused on people's quality of life outcomes and met best practice. People were able to input into choosing their food and planning their meals. Staff offered people opportunities to be involved in preparing and cooking their food and drink. We saw positive interactions between people and staff. We observed staff engage with people in a respectful and kind manner.

Staff understood people's different communication support needs. We saw people being supported using their preferred communication methods and staff demonstrated an awareness and understanding of people's needs. People told us they enjoyed the activities available to them and that there was lots to do.

Right Culture: The needs and quality of life of people formed the basis of the culture at the service. Staff undertook their role in making sure that people were always put first with enthusiasm. They provided care that was genuinely person centred and directed by each person.

The management team had the skills, knowledge and experience to perform their roles and understood the service they managed. They had a vision for the service and for each person who used the service. They were

visible in the service and approachable for people and staff. The provider's vision and values focused on person-centeredness, being passionate about making a difference to people's lives and ensuring positive outcomes for people. We observed the registered manager and staff understood and cared for people in a manner that was in keeping with these principles.

People confirmed they felt safe and told us they were happy living at Redlands. People confirmed there were enough staff to meet their needs. Relatives and staff were in agreement. Relatives consistently told us there had been significant improvements to the service. Staff had a high degree of understanding of people's needs. People's care and support was provided in line with care plans. A system was in place to record and monitor all incidents. This was overseen by the registered manager to ensure appropriate actions were taken to support people safely.

Since the last inspection the provider had carried out an extensive refurbishment and redecoration programme. The registered manager told us how they had supported people and their relatives to be involved with this programme. The shared spaces had been designed to meet the needs of all the individuals living at the service.

Since our last inspection the registered manager had implemented a robust agency induction programme with detailed guidance on how people preferred to be supported, their likes and dislikes and how to support them. We found the provider had implemented robust systems and processes to monitor the service and drive improvements.

People, and those important to them, worked with managers and staff to develop and improve the service. Staff told us they were involved in developing the service and felt listened to. The provider sought feedback from people and those important to them and used the feedback to develop the service. People, relatives and staff all told us the service had improved and they were happy with the changes.

The provider had worked closely with other health and social care professionals and professionals confirmed there was effective partnership working with the provider which achieved positive outcomes for people.