Charlotte House

The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People using the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.

People received care and support that was effective and based on detailed assessments and care plans which reflected their physical, mental and social needs. The service worked with other agencies to achieve good outcomes for people. People were supported to access appropriate healthcare services to ensure these needs were met. 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; however, the systems in the service did not always support this practice. We have made a recommendation that the provider reviews their systems to ensure they are working within the principles of the Mental Capacity Act 2005.

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.

There were caring relationships between people and staff. Staff were aware of and supported people's emotional needs. Staff respected and promoted people's privacy, dignity and independence, and encouraged people to be as independent as possible.

People received personalised care that was responsive to their needs. People were provided with information in a way they could understand which helped them make decisions about their care. There were effective systems in place to deal appropriately with complaints.

People were at the heart of the service. The registered manager and staff were passionate and continuously strived to achieve good, positive outcomes for people. Systems were operated effectively to maintain the quality and safety of the service.

For more information, please read the detailed findings section of this report. If you are reading this as a separate summary, the full report can be found on the Care Quality Commission (CQC) website at www.cqc.org.uk