Laverneo

People's experience of using this service: The standard of care was outstanding. The culture was completely inclusive and focussed on people's needs, preferences and aspirations. Staff and the registered manager, who had all been at the service for several years, cared passionately about their roles and people receiving the best health and wellbeing outcomes. They ensured people experienced exceptional outcomes and felt completely at home, at ease and integral to the home.

The registered manager utilised a range of current best practice to have an extremely positive impact on people's wellbeing and to ensure their care was exceptionally well planned and delivered.

Feedback from people, their relatives and a range of external professionals was outstanding regarding the continuity of care and the compassionate and sensitive approach of staff. Staff consistently went above and beyond their role to ensure people were well supported. People had formed extremely strong bonds with staff members they knew well and this led to a great sense of belonging and homeliness. All people we spoke with and their relatives agreed the relationships, whilst professional, were also friendships. Staff displayed affection towards people.

There was a creative and proactive approach to healthy eating.

The registered manager had ensured the change of provider had not impacted on people's day to day experience of care and support, which was outstanding. They managed the service well. They were supported by a team of extremely dedicated staff, all of whom had been at the service for several years. People spoke highly of the registered manager, as did staff.

Regular meetings were held with staff and people who used the service. These meetings were an opportunity to openly discuss a wide range of topics. People who used the service and staff confirmed they could raise queries or suggestions in a welcoming, inclusive atmosphere.

Good community links were in place and people felt a part of their community. People were encouraged to try new activities and make new friendships.

Records were accurate, up to date and person-centred. Clear systems were in place for the review and audit of all aspects of the service.

People's capacity was assumed and staff acted in line with the Mental Capacity Act 2005. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice. Appropriate training

was in place.

The registered manager had been in post for several years and demonstrated an excellent knowledge of the needs people. Relatives and external professionals spoke of their confidence in the registered manager and staff team.

Turnover of staff remained low and staff morale was high.

The outcomes for people using the service reflected the principles and values of Registering the Right Support in the following ways: promotion of choice and control, independence, inclusion and involvement were all championed by staff and the registered manager. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.

The new provider had introduced a range of new procedures and meetings the registered manager found beneficial. They hoped this would continue and lead to closer links with the provider's other services and registered managers.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk