Branch House

Right Support The service gave people care and support in a clean, well equipped and well-furnished environment that met their sensory and physical needs. Some environmental risks were not being well managed. These were being addressed during the course of the inspection.

Staff supported people to have the maximum possible choice, control and independence and to be in control over their own lives; the policies and systems in the service supported this practice.

People were supported to be involved in decisions about their care and support. Staff were observed communicating with people in ways that met their needs and supporting people to make choices.

Staff focused on people's strengths and promoted what they could do, so people had a fulfilling and meaningful everyday life. We observed people being involved in aspects of daily living including cooking their meals.

Staff supported people to take part in home-based activities and pursue interests in their local area if they enjoyed this. One person had a voluntary job and others were starting to return to activities that had been paused during the pandemic.

People were supported in ways that reduced periods of distress. People were clearly relaxed with staff and reassured by their presence.

Staff enabled people to access specialist health and social care support in their local community.

Staff supported people safely with their medicines and worked with health professionals to achieve good

health outcomes. Staff worked with other professionals to avoid people taking unnecessary medicines.

Infection control procedures and measures were in place to protect the people from risks associated with COVID-19.

Right Care People received kind and compassionate care. Staff protected and respected people's privacy and dignity. They understood and responded to their individual needs. Throughout the inspection we observed kind, relaxed, compassionate and caring interactions between people and staff.

Staff understood how to protect people from poor care and abuse. Staff had training on how to recognise and report abuse and they knew how to apply it.

The service had enough appropriately skilled staff to meet people's needs and keep them safe.

People could communicate with staff and understand information given to them because staff supported them consistently and understood their individual communication needs.

People who had individual ways of communicating, such as using Makaton (a form of sign language) and pictures could interact comfortably with staff and others involved in their care and support because staff had the necessary skills to understand them. One relative told us "They are trying to introduce more Makaton signs and I believe [person's name] does use some signing as far as possible, I do think they understand".

People's care plans and risk assessments reflected their range of needs and this promoted their wellbeing and enjoyment of life.

Staff and people cooperated to assess risks people might face. Where appropriate, staff encouraged and enabled people to take positive risks.

Right culture People led inclusive and empowered lives because of the ethos, values, attitudes and behaviours of the management and staff. Throughout the inspection we observed that staff were respectful of people and took time to offer support and reassurance when needed. One relative told us "I hope this is where [person's name] will stay. It would be a sad day if we had to move [person's name]."

People received good quality care and support because trained staff could meet their needs and wishes.

Staff knew and understood people well and were responsive; supporting their aspirations to live a quality life of their choosing.

Staff placed people's wishes, needs and rights at the heart of everything they did.

Most relatives spoken too felt they were fully involved. They spoke positively about the service, with one relative stating they felt "completely" involved. However, another stated they didn't feel involved.

The registered manager and nominated individual were open and transparent throughout our inspection.

The registered manager and nominated individual acted efficiently on queries and feedback throughout the inspection.