Key 2 Care Stoke

We assessed the service against ‘Right support, Right care, Right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted.

This was the first inspection of the service since their registration with us. The overall rating for the service is good based on the findings of this inspection.

Staff worked collaboratively with people, relatives and health professionals to manage risks, safeguard people from harm and respond to changes in need. There was a positive learning culture where incidents and concerns were used to drive improvements. Although people received safe support with their medicines and risks were generally managed well, improvements were identified in relation to the timely updating of records and risk assessments to ensure they reflected the support provided.

People received effective care and support that was based on comprehensive assessments, which were regularly reviewed and delivered in line with their individual needs and preferences. Staff worked with people, relatives and healthcare professionals to promote positive outcomes and support people to maintain their health, wellbeing, independence, choice and control. Staff had access to clear guidance, training and support to provide evidence-based care. People's rights were upheld through consent, and staff demonstrated a strong understanding of the Mental Capacity Act 2005.

People were consistently treated with kindness, dignity and respect by staff who knew them well and understood what mattered to them. Staff developed positive and caring relationships with people, providing reassurance, emotional support and responding promptly to their needs. People were supported as individuals, with care tailored to their preferences, circumstances and aspirations. Staff actively promoted people's independence, choice and control, encouraging them to maintain skills and make decisions about their lives. A positive and supportive culture also enabled staff to feel valued and well supported in their role.

People received personalised care which was responsive to their changing needs, preferences and circumstances. Effective communication, partnership working and flexible care arrangements helped ensure continuity of care and timely access to support. Staff understood and responded to people's diverse needs, promoting equality, inclusion and accessible communication, whilst ensuring people felt listened to and involved in their care. Systems were in place to support people to plan for care preferences at the end of their life.

The service was led by an open, inclusive and person-centred culture which promoted high-quality care, continuous learning and positive outcomes for people. Staff were positive about management, who were approachable, supportive and committed to both people's wellbeing and staff development. There was a strong culture of openness where staff felt able to raise concerns, share ideas and contribute to service improvements. The provider worked effectively in partnership with other professionals and promoted equality, diversity and inclusion across the workforce.

Governance systems were in place to monitor quality and drive improvement. However, improvements were needed to ensure the systems in place relating to medicine and care records were consistently effective. The registered manager responded promptly to address these concerns and strengthen oversight arrangements.