Estuary House

People were supported to have maximum choice and control over 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 were appropriately trained and supervised to enable them to carry out their roles. People were supported to eat a balanced diet.

People said the staff were kind and caring, and we observed warm and familiar caring interactions between staff and people throughout the duration of our inspection. People said staff were "Amazing". Staff took time to understand and encourage the unique and individual needs of the people they supported. Staff spoke about people with genuine warmth and consideration, and we heard staff asking people if they wanted or needed any help or support during our inspection. Staff in all roles were passionate about people living at Estuary House and were highly committed to ensuring the best outcomes for people. There was a welcoming, friendly, homely atmosphere throughout the home across all units.

There was particular emphasis on tasks people could do for themselves, such as washing, dressing and choosing what they wore, how they spent their day, and what time they wanted to get up and go to bed. People and their relatives told us how they were supported by staff to follow their interests and engage in relevant and meaningful activities which gave them purpose.

Care plans were person centred and reviewed regularly to ensure any changing needs were taken into account. There was a complaints policy in place, which was made available in different formats to support people's understanding. We reviewed some recent complaints and saw they had been responded to in line with policy and procedure.

Staff told us they enjoyed working at the home, and they felt they could approach the registered manager to help them develop further in their roles or if they had any concerns. The registered manager was well known. Staff told us the registered manager led by example and was 'always visible and putting people first.' The registered manager welcomed feedback and was clearly proud of the home and the staff team and the

achievements at Estuary House. All notifications had been sent to CQC, and the registered manager understood what was expected of them.