Orchard Lodge

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's experience of using this service: Relatives and our observations confirmed the care and support people received was exceptional. A comment from a relative summed this up by saying, "Care has surpassed what we could have ever imagined!"

Relatives, professionals and our observations confirmed staff provided exceptionally safe care. People were supported by a small team of staff that fully understood their needs.

People received personalised care that was exceptionally responsive to their needs. There was strong sense of leadership in the service that was open and inclusive. The registered persons focused on achieving exceptional outcomes for people and their staff.

We found robust systems, processes and practices were followed and sustained effectively to safeguard people from situations in which they may experience harm. Risks to people's safety had been thoroughly assessed, monitored and managed so they were supported to stay safe while their freedom was respected.

People were fully supported creatively to live healthier lives by having on-going support to access suitable healthcare services. Care staff understood the importance of promoting equality and diversity by supporting people to make choices about their lives. Staff were given the support and opportunities to progress within the organisation. Confidential information was kept private.

People who used the service were treated with compassion and kindness and their privacy and dignity respected.

Safe recruitment practices were followed. Innovative methods to include people in the recruitment process

were in place.

Medicine records reviewed confirmed people received these safely. People lived in an environment that was clean and free from the risk of the spread of infection.

Staff received a thorough induction process and had completed all the training required to support people safely. Staff received regular supervision and annual appraisals and were able to reflect on the care and support they delivered. Staff were able to access further training and development opportunities in addition to their mandatory training.

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 live data recording systems in the service supported this practice.

People had been involved in agreeing their care plans and participated in reviews of the care and support provided to them. People and family members said that staff always asked for consent when carrying out care and support tasks.

People and relatives benefited from a robust data management recording framework that helped care staff to understand their responsibilities so that risks and regulatory requirements were met.

The provider had flexible ways of encouraging regular feedback from people who used the service, relatives, care staff and professionals. Views were gathered through questionnaires, telephone conversations, regular face to face meetings at people's home and at staff team meetings in the office.

No complaints had been received in the last 12 months. People were introduced to lay advocates if necessary.

Comprehensive quality checks were available in real time as the provider created a bespoke live data recording system which could review all records and incidents instantly. This made sure people benefited from the service being able to quickly put problems right and to innovate so that people could consistently receive safe care.

Excellent team work was promoted and care staff were supported to speak out if they had any concerns about people not being treated in the right way. Staff were clear about the vision and values of the service. In addition, the registered persons worked in partnership with other agencies and stakeholders to support the development of joined-up care.

More information is available in the full report.