Lambourne House

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. One relative said, "The home is fantastic – very much so".

Right Care People received kind and compassionate care. 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, "[Person] is very well cared for". Relatives were assured staff supported people well, their comments included, "They're all very well looked after"," Its lovely there", and "[Person] is always happy".

People received care that supported their needs and aspirations, was focused on their quality of life, and followed best practice. A relative told us how staff had supported their loved one with daily living skills. "I was so impressed, [staff] were kind and patient, connected with [the person]". Staff sat with the person and provided encouragement. This supported the person to work towards being more independent with this task.

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.

Right culture Staff placed people's wishes, needs and rights at the heart of everything they did. The registered manager and staff understand the importance of family to the people and make communication a priority. A relative said, "I can just call and say I'm popping over and they always say fine." Relatives spoke highly of the registered manager and staff, and one told us, "[Person] needs a lot of help from special people. Everything we would want is provided by them." People and those important to them, including advocates, 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. 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.