Charlotte House

The service applied the principles and values of Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence.

The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting 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. Care and support was delivered on an individual basis and the occupant of the home decided the daily routines. Care, support and activities were planned around individual likes and dislikes. People were encouraged to participate in activities that were meaningful to them for example charity work and to experience new activities with varying degrees of success due to people's general dislike of change. The person being supported told us that they had opportunities to connect with other people using the U&I Care Limited services with attendance at social clubs, discos, and dinner clubs but often preferred not to go. They told us of connections they had made with the wider community.

We were told that relatives had concerns around the level of activities their relative attended and that they should be "made" to do things. We discussed with the manager ways to improve people's understanding of how individuals are supported with choice. This aspect of people's care across all U&I Care services needs to be reviewed, to be able to manage families expectations in line with legislation as people transitioned from children's service and receive support in adult services.

The person told us that they felt safe with the support from staff, they told us that the manager had arranged for staff to support them with whom they got on best. The service worked very hard to promote inclusivity and people's diversity was embraced. Staff demonstrated this with their knowledge of how people

communicated, made their needs and wishes known, and what worked best to ensure they had a good day.

Staff told us that they were proud to work for U&I Care Limited and we saw there was a genuine affection for the people they supported. There were processes in place for staff to access support at any time and we were told by staff that they felt supported by the management team. Records clearly showed that staff also received formal supervision, appraisal and regular training.