United Response - Greater Manchester DCA

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. Staff understood how to protect people from poor care, abuse and harm. The provider had robust safeguarding systems which included working alongside other agencies when things went wrong. 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 provider gave people opportunities to try new activities which enhanced and enriched their lives.

Right culture People received good standard of care, support and treatment because trained staff and specialists could meet their needs and wishes. Staff placed people's wishes, needs and rights at the heart of everything they did. People and those important to them, including advocates, were involved in planning their care. Managers ensured risks of a closed culture were minimised so that people received support based on transparency, respect and inclusivity.

People told us they felt safe and knew how to raise concerns. Staff assessed health and safety risks and supported infection prevention and control processes. There were enough staff to meet peoples' needs and recruitment processes were ensured staff were suitable to work with vulnerable people. Peoples' health and

nutrition needs were supported, and staff were aware of their responsibility to promote peoples' rights. Systems were in place to monitor quality and safety, and the provider sort regular feedback from people to improve their support.