Lyndhurst

People were firmly in control of their daily routines with support from staff where this was needed. Staff understood they worked in someone's home and respected their privacy and dignity. Equality, human rights, diversity and inclusion was a strong feature of this service.

People were treated as partners in the management of their own risks. Risk assessments were detailed and provided strategies for how to reduce levels of risk. The service actively looked to learn lessons and continuously improve. Where incidents took place, an open and reflective approach was used to update risk records, with the person at the centre of those discussions.

People's safety was a priority. Staff worked with partners to help ensure people were safe when out in the community, or for example, where they were using online services. Staff had received various safeguarding training sessions and knew how to respond to safety concerns.

People received their medicines as prescribed from staff who were trained and assessed as competent. One person was responsible for their own medication routine. There were enough staff who had been safely recruited to meet people's needs.

People took part in meal planning and helped prepare meals which they were encouraged to eat together. People were supported to take part in education, with one person celebrating a significant achievement on the day of our inspection.

People's care plans were person-centred and fully reflected each person's care journey. People spoke positively about the support they received from staff and the management team.

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 received support from a variety of health professionals. The provider had its own

clinical support team, but where needed, external health professionals were also involved.

Complaints were managed appropriately. Systems of audit were effective and demonstrated oversight of the service. The culture in the service was found to be extremely positive, with staff feeling exceptionally valued and supported to deliver high quality care. Suitable steps had been taken to ensure infection control was well managed.