18 Acorn Avenue

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. 'Right support, right care, right culture' is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people. Providers must have regard to the guidance.

Right support The service had enough staff, including for 1-to-1 support for people to keep them safe and take part in activities, when they wanted. The numbers and skills of staff matched the needs of people using the service.

Staff showed a genuine interest in people's well-being and quality of life. They were kind, caring and nurturing and as a result we saw people were at ease, happy, engaged and stimulated. 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.

People were supported to access healthcare services to promote their wellbeing and help them to live healthy lives. Staff managed risks to minimise restrictions, focusing on what people could do for themselves. Systems were followed by staff to ensure medicines were managed safely. However, we have made a recommendation about the safe storage of medicines.

Right Care: Staff delivered care in line with information in people's care plans and recognised models of care for people with a learning disability or autistic people. This ensured people were receiving care tailored to them which promoted a good quality of life.

Staff understood people's individual communication styles and we saw they had developed a good rapport with them. People were supported to develop and maintain relationships, follow interests and take part in activities that were socially and culturally relevant to them.

People were kept safe from avoidable harm because staff knew them well and understood how to protect them from abuse. Staff had training on how to recognise and report abuse and they knew how to apply it. The registered manager worked well with other agencies to safeguard people. Investigations into incidents had been used as an opportunity to learn lessons, change practice, and drive improvement.

Staff recruitment, induction and training processes promoted safety, including those for agency staff. People were supported by staff who had received a wide range of relevant and good quality training to meet their needs.

The service had effective infection, prevention and control measures to keep people safe, including good arrangements for keeping the premises clean and hygienic.

Right Culture: The registered manager had worked hard to instil a culture of care where staff felt truly valued. There was a transparent, open and honest culture between people, those important to them, staff and managers. The attitudes and behaviours of the manager and staff ensured people using the service lead inclusive and empowered lives. Staff understood their role in making sure that people were always put first. They provided person centred care and sought to protect and promote people's rights.

The service had effective governance arrangements in place to assess the quality and safety of the service. These were used to identify and drive improvement. Systems were in place to apologise to people, and those important to them, when things went wrong.