3 The Droveway

Right Support: Relatives and health professionals told us staff supported people to take part in activities and pursue their interests in their local area. A health professional told us how, "Staff support residents well and are aware of their complex and varied needs".

The service gave people care and support in a safe, clean, well equipped, well-furnished and generally well- maintained environment. This met their sensory and physical needs, while making it feel homely.

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.

Right Care: People received kind and compassionate care. Staff protected and respected people's privacy and dignity. They understood and responded to their individual needs with genuine regard for the person. A relative said, "We are totally happy about the way [person] is looked after, the staff are very caring and the manager is extremely caring."

People received care that supported their needs and aspirations, was focused on their quality of life, and followed best practice. The registered manager told us of their plans to work with staff to further develop knowledge and awareness of supporting people to maximise goals and how to evidence progress towards them.

Staff understood how to protect people from poor care and abuse. The service worked well with other agencies to do so. Staff had training on how to recognise and report abuse and they knew how to apply it.

Right Culture: Staff placed people's wishes, needs and rights at the heart of everything they did. The registered manager and staff understood the importance of family to the people and make communication a priority. A relative said, "I can just pop in, always made to feel welcome."

People and those important to them, were involved in planning their care. Staff knew and understood people well and were responsive, supporting their aspirations to live a quality life of their choosing. We saw that staff fully involved people in activities and tasks of their choosing. People's quality of life was enhanced by the service's culture of improvement and inclusivity.