Pendragon

The service was able to demonstrate how they were meeting underpinning principles of "Right Support, Right Care, Right Culture.

Right support The model of care and setting maximised the person's choice, control and independence. The service was in Newquay and there was good access to the local community and amenities.

The service was staffed by a small staff team who know the person well. Staff supported the person to make choices about their daily lives and engage in activities, that were tailored to their individual needs and promoted their independence. The person was supported to maintain and develop relationships

The person was 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.

Staff were recruited safely. The staff team had the appropriate levels of knowledge and skills to support the person and responded to their individual needs and choices. Staff were supported by a system of induction, training, supervisions, appraisals and staff meetings.

People received their medicines in a safe way and were protected from abuse and neglect. The persons care plans and risk assessments were clear and up to date.

Right care: The person received good quality person-centred care that promoted their dignity, privacy and human rights. Staff were observed talking to the person in dignified and respectful way.

There was a strong person-centred culture within the staff team. Positive behaviour support plans had been developed for the person, to help staff understand the reasons for their behaviour, and provide guidance to ensure consistent approaches were used when supporting them. Staff knew the person well and demonstrated an understanding of their individual care, behavioural and communication needs. This helped ensure the person's views were heard and their diverse needs met.

Right culture: The ethos, values, and attitudes of management and care staff ensured the person led confident, inclusive and empowered life. Staff created an environment that inspired the person to understand and achieve their goals and ambitions.

The person led a life that reflected their personality and preferences because of the ethos, values, attitudes and behaviours of the management and staff.

The person's relative and staff told us management were approachable and they listened to them when they had any concerns or ideas. All feedback was used to make continuous improvements to the service.

Cleaning and infection control procedures had been updated in line with COVID-19 guidance to help protect people, visitors and staff from the risk of infection. Government guidance about COVID-19 testing for people, staff and visitors was being followed.

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