Welwyn

People's experience of using this service: People living here experienced extremely good levels of care, support which promoted positive outcomes. The management of the service had sustained outstanding practice and actively sought to improve the care they offered. People benefitted from an outstandingly responsive service where communication was key. Care and support was tailored to meet people's needs and enabled flexibility, choice and continuity of care. People were consistently involved in and consulted about all aspects of their care and support. Staff had an excellent understanding of people's social diversity, values and beliefs and how these might influence their decisions on how people wanted to receive care and support.

The home promoted understanding and a positive attitude towards different types of disability and difference. Staff had opportunities for learning, development and reflective practice on equality and diversity, which influenced how the home was developed. Social activities offered to people were innovative, met people's needs and preferences so people could be supported to live as full a life as possible. People were consulted about events before and after the event. The home had a key role in the local community and links with other community organisations which provided information and support to people.

The culture in the home focused high-quality, person-centred care. Staff put people at the heart of the service and their views were at the core of home's quality monitoring and assurance arrangements. Staff were motivated by and proud of the home. Continuous learning was embedded in the home's culture.

People told us they felt safe at the home and there were the systems and processes in place to safeguard them. People had personalised risk assessments so staff knew how to keep them safe. The premises were safe and well maintained. Regular safety checks were carried out on the environment and on the equipment used. There were enough trained staff on duty to meet people's needs. People were provided with their medicines in a safe way. The management team ensured lessons were learnt and improvements made when things went wrong.