The Conifers

Right Support: People had a choice about their living environment and were able to personalise their rooms. One relative described the service as, "Very welcoming, very accommodating, more like a home. As a parent we hunted high and low to find a place like this."

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. Staff focused on people's strengths and promoted what they could do, so people had a fulfilling and meaningful everyday life.

Staff knew how people preferred to take their medicines to achieve best possible health outcomes. People were encouraged to play an active role in maintaining their own health and wellbeing and supported to have access to specialist health and social care support in the community. We have made a recommendation about weekend staffing levels.

Right Care: People received kind and compassionate care by staff who knew them well. Staff protected and respected people's privacy and dignity. They understood and responded to people's individual needs. A relative told us, "It is clear to see to anyone who visits that the utmost care is taken and everything is done, above and beyond to make the home a loving and warm place to live."

People could communicate with staff and understand information given to them because staff supported them consistently and understood their individual communication needs. People's care, treatment and support plans reflected their range of needs and this promoted their wellbeing and enjoyment of life.

People took part in a range of activities and pursued interests that were tailored to them. Staff provided people with opportunities to try new activities that enhanced and enriched their lives. Where appropriate,

staff encouraged and enabled people to take positive risks.

Right Culture: The provider and management had a strong visible presence within the service and placed people's wishes, needs and rights at the heart of everything they did. They had created a culture of learning, opportunity and reflection.

The management enabled people and those important to them to work with staff to develop the service. Staff valued and acted upon people's views. Relatives spoke about the open and positive culture of the service. One relative wrote to us saying, 'The Conifers management has always shown a professional attitude and responsibility for the [people] and demonstrates a significant empathy and caring attitude towards them.'