4 Cottage Walk

Right Support: 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. • The staff team supported people to have choice, control and independence. • Management and staff focused on people's strengths and promoted what they could do. • The staff team supported people to identify their goals and to work towards these. • The manager and staff team worked with people to plan for when they experienced periods of distress, so that their freedoms were restricted only if there was no alternative. • The service gave people care and support in a safe, clean, well equipped, well-furnished and well- maintained environment that met their sensory and physical needs. • Staff supported people to take part in activities and pursue their interests in their local area. • Staff enabled people to access specialist health and social care support in the community. • The staff team supported people with their medicines in a way that promoted their independence.

Right Care: • People received kind and compassionate care, staff members were observed positively engaging and supporting people. • The staff team understood and responded to the individual needs of the people they supported. • Staff understood how to protect people from poor care and abuse. Staff had training on how to recognise and report abuse and they knew how to apply it. • People could communicate with staff and understand information given to them because staff supported them consistently and understood their individual communication needs.

• People could take part in activities and pursue interests that were tailored to them. • The manager and staff team assessed risks people might face and acted to mitigate these.

Right Culture: • The manager and staff team helped people lead inclusive and empowered lives. • The manager had made an application to the Care Quality Commission to be registered as manager. The current registered manager was regional manager with responsibility for oversight of a number of services. • Staff felt supported by the manager and by the provider. • The staff team knew and understood people well and were responsive, supporting their aspirations to live a quality life of their choosing. • Staff evaluated the quality of support provided to people, involving the person, their families and other professionals as appropriate. • The needs and safety of people formed the basis of the culture at the service. The staff team understood their role in making sure people are always put first. They provided care that was person centred. • There was a clear learning culture.