Redclyffe House

Right Support: 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 provider needed to ensure safe recruitment procedures and better records for checks, so people were supported by safely recruited staff.

Staff supported people with their medicines in a way that promoted their independence. However, medicine management records needed improvement.

People's care and support was provided in a safe, well-furnished environment that met their sensory and physical needs.

Staff supported people to take part in some activities. However, further improvements were needed to ensure people could pursue their interests and achieve their aspirations and goals.

People had a choice about their living environment and were able to personalise their rooms. Staff focused on people's strengths and promoted what they could do, so people had a fulfilling and meaningful life.

Staff enabled people to access specialist health and social care support. Staff supported people to play an active role in maintaining their own health and well-being.

Staff supported people to make their own decisions following best practice in decision-making. Staff communicated with people in ways that met their needs.

Right Care: Staff had the right knowledge to encourage and enable people to take positive risks. People received kind and compassionate care. Staff understood and responded to people's individual needs.

Staff understood how to protect people from poor care and abuse. The service worked with other agencies to do so. Staff had training on how to recognise and report abuse and they knew how to apply it.

Staff supported people consistently and understood their individual communication needs. Staff spoke to people patiently, giving them time to respond and express their wishes.

People received care and treatment that reflected their assessed needs, and this promoted their well-being and enjoyment of life.

Right Culture: The provider did not always follow their quality assurance policy effectively to assess, monitor and mitigate any risks relating to the health, safety and welfare of people using services, the service and others.

The provider did not always maintain accurate and complete records relating to people's care and service management.

The provider did not always ensure records demonstrated they fulfilled the requirements of duty of candour.

We found the provider notified CQC of reportable events as required. The service work together with people and those important to them to help improve the service.

Staff knew and understood people well and were responsive, supporting their aspirations to live a quality life of their choosing. People and those important to them were involved in planning their care. Staff valued and acted upon people's views.

Staff turnover was low, which meant people received consistent care from staff who knew them well.