Longdown Road

Right Support: The model of care did not always maximise people's choice, control and independence. People were not always encouraged to develop their skills and independence. Staff did not always provide support that enabled people to lead fulfilling lives.

Right Care: The model of support did not always promote maximum choice and independence. People's care was not always person-centred and staff did not always ensure that people led confident inclusive and empowered lives. At other times we found that staff took time to make sure people were enjoying what they were doing. People had access to healthcare professionals and were supported by staff to attend appointments.

Right culture: Although family members told us their relative was safe and happy living at Longdown road, staff did not always recognise how to promote people's rights, choice or independence. This meant people's care was not always personalised and centred around the individual. Quality assurance processes were not always effective in developing the service to make sure people had choices and were fully involved in their making decisions regarding what they wanted to do and who they would like to live with.

People were not always given the opportunity to take part in meaningful social and leisure interests. Staff did not always employ people's preferred form of communication and there was limited information available in accessible forms to people. However, we observed positive interactions between staff and those whom they supported and feedback from family members and healthcare professionals was positive.

The provider did not act in a timely way to address non-compliance issues identified regarding gas, Legionella and fire safety matters. They did not act on recommendations to improve the interior of the building made by an independent health and safety assessor. However, we found that people received safe care from staff knew how to safeguard them. Medicines were managed well and infection prevention control

procedures were being followed by staff in line with government guidance. Accidents and incidents were analysed and managed appropriately to minimise future incidents.

Quality assurance systems were not robust and the provider did not take timely action with regards to outstanding health and safety issues. However, staff told us they felt supported by the registered manager and family members and healthcare professionals spoke positively about the level of engagement they had with the service.

The service worked well with healthcare professionals to ensure good outcomes for people. The management team were working with social care professionals to ensure capacity assessments were being completed correctly. Staff received adequate training relevant to the needs of the people they supported. However, we found the fabric of the building was in a poor decorative and repair state. We have made a recommendation that the provider acts to ensure improvements are made to the environment.

We observed that people were relaxed and confident in the presence of staff and Those who could told us they enjoyed living at Longdown road. Staff spoke kindly with people and were respectful of their privacy and dignity.