Coppice Close

People and relatives told us staff supported people to take part in activities and pursue their interests in their local area. Staff supported people to play an active role in maintaining their own health and wellbeing. Relatives were consistently positive about how people were supported, a relative said, "The carers know [person] well and they can get the best out of [person]." The service gave people care and support in a safe, clean, well equipped, well-furnished and well-maintained environment. This met their sensory and physical needs, while making it feel homely.

Right Care People received kind and compassionate care. Staff were caring and spoke very fondly of the people they supported. Staff protected and respected people's privacy and dignity. They understood and responded to their individual needs with genuine regard for the person. A relative said, "Staff all need medals, the staff know how to treat [person]."

People received care that supported their needs and aspirations, was focused on their quality of life, and followed best practice. A health professional said, "I have been really impressed with how well staff members appear to know and treat the people they support." Staff understood how to protect people from poor care and abuse. The service worked well with other agencies to do so. Staff had training on how to recognise and report abuse and they knew how to apply it. People and relatives told us they felt safe. A relative said, "I am alerted if anything is amiss even minor things so I feel I can trust them to keep [person] safe."

Right culture Staff placed people's wishes, needs and rights at the heart of everything they did. The registered manager and staff understood the importance of family to the people and made communication a priority. A relative said, "I find the manager to be very good, he is very hands on and proactive."

People and those important to them, were involved in planning their care. Staff knew and understood people well and were responsive, supporting their aspirations to live a quality life of their choosing. We saw staff fully involving people with activities and tasks of their choosing. A staff member said, "People are treated like a family, we do anything they ask to ensure they can live their life and we encourage them to make their own choices." People's quality of life was enhanced by the service's culture of improvement and inclusivity. 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.