12 Church Avenue Harrogate

Right Support Staff supported people to have the maximum possible choice, control and independence be independent and they had control over their own lives. People were supported by staff to pursue their interests and take part in activities in their local area including interacting online with people who had shared interests. More needed to be done to document and support people to meet their goals and aspirations. Staff supported people with their medicines in a way that promoted their independence and achieved the best possible health outcome. Staff supported people to play an active role in maintaining their own health and wellbeing. The service was personalised and reflective of the people that lived there, their interests and people proudly displayed their own artwork. However, the décor and furnishings were old and tired, and the provider had plans to refurbish and replace the existing furnishings to better meet their needs.

Right Care People received kind and compassionate care. Staff protected and respected people's privacy and dignity. They understood and responded to people's individual needs. Staff understood how to protect people from poor care and abuse and the service worked well with other agencies to do so. People could communicate with staff and understand information given to them because staff supported them consistently and understood their individual communication needs. Staff knew people well and treated them like family. More staff were needed in the evenings and at weekends to support people into the community as they wanted.

Right culture People led inclusive and empowered lives because of the ethos, values, attitudes and behaviours of the

management and staff. Staff knew and understood people well and were responsive, in supporting their aspirations to live a quality life of their choosing. Staff turnover was very low, which supported people to receive consistent care from staff who knew them well. Staff placed people's wishes, needs and rights at the heart of everything they did. Staff valued and acted upon people's views.