179 Green Lane

Right Care: Staff were caring and compassionate towards the people they supported. People felt proud of their appearance and were encouraged to interact and communicate freely. Staff supported people to learn new skills, try new activities and maintain important contacts to them.

Right Culture: Values of the service were aimed at transparency and on-going improvement. There was a high morale within the staff team which led towards good working relationships and empowering of people to choose the way they wanted to live their lives.

Although people were encouraged to have control over their lives and staff supported them in the least restrictive way possible, people's risk assessments were not always individualised. Quality assurance processes in place to assess and monitor the care provision were not always operated effectively because the provider had failed to pick up the issues we identified during our inspection. We made recommendations about this.

Staff followed people's medicine management procedures and there was on-going management oversite to ensure safe care delivery. Infection control and prevention guidance was in place, including the recommended safe practice associated with COVID-19 aimed to prevent people and visitors from catching and spreading infections. There was enough staff to support people to attend the activities of their choice. Appropriate recruitment checks were completed before staff started working with people.

Records in relation to the Mental Capacity Act (2005) required reviewing making sure the provider had met the legal requirements. The staff team were in the process of attending all the necessary refresher courses. Although staff were observed on the job, the checks were not appropriately recorded. Staff were continually supervised to ensure they carried out their role responsibilities as necessary. People received support to attend to their health needs and follow a balanced diet where required.

People looked at ease in presence of staff who supported their privacy and dignity. Family members felt the service was meeting all their expectations and hopes. Staff used appropriate communication to interact with people and encouraged their involvement in conversations.

People were engaged and attended a number of activities that suited their interests and preferences. We observed people being excited and eager to attend to their daily activities. Any concerns received were dealt with quickly and in good time so that matters arising did not escalated.

There was good leadership at the service and a values driven culture with support for the staff team. Family members felt they had effective communication with the service and were involved in the matters arising regarding their relatives as and when necessary. Regular checks were carried out by the staff team to ensure good care and support for people.