North View

Staff had the skills and knowledge to deliver care effectively and they received good support from colleagues and the management team. 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; the policies and systems in the service supported this practice. Healthy lifestyles were promoted and systems were in place to make sure people's health needs were met. The management team said they were going to review the system for menu planning and meal monitoring to make sure they could show people were supported to maintain a balanced diet.

People had a positive experience living at North View and were comfortable in the company of staff who supported them. Staff knew people well and consistently interacted with people in a person-centred way. A high emphasis was placed on supporting people's family, as well as the person themselves. Staff understood how to provide care which promoted people's privacy, dignity and independence.

People were involved in the support planning process and encouraged to identify personal goals. Everyone engaged in person-centred activities which included accessing the local and wider community. Care records identified how care should be delivered although some recent guidance was generic and some information was duplicated. Plans were in place to review and streamline the support planning process. The service used innovative approaches which ensured people's communication needs were met. Systems were in place to deal with formal complaints.

Feedback about the management team was consistently good. The registered manager was well supported

by the unit manager.

Quality management systems were in place although some of the issues picked up during the inspection had not been identified by the provider. The management team was responsive and where appropriate took swift action to address shortfalls. They were keen to develop and improve their systems and provide people with quality care.

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.