Glassmoon Services Limited

People's care and housing are provided under separate contractual arrangements. The CQC does not regulate premises used for supported living; this inspection looked at people's care and support.

Not everyone using the service received a regulated activity; CQC only inspects the service being received by people who are provided with the regulated activity of 'personal care', for example which includes help with tasks such as personal hygiene and eating. Where they do, we also take into account any wider social care provided. People using the service who received personal care lived in two supported living settings.

The service was able to demonstrate how they were meeting underpinning principles of "Right Support, Right Care, Right Culture".

Right support The model of care was designed to support people's independence and empower people to make meaningful decisions and choices. Staff knew how to communicate effectively with people using a variety of specific approaches and techniques. One staff member told us, "The communication strategies are really working as [Person's name] is using more speech".

People were supported to participate in a range of activities both at home and in the local community. The service had appropriately taken calculated risks to enable people to access the community. One of the settings in which support was provided was larger than current recommendations. This setting had been developed collaboratively with commissioners and the provider had systems in place to ensure this issue would not impact on the quality of support people received.

The service was well staffed and there were enough staff available to meet people's needs. Staff had been recruited safely and the provider had over recruited to ensure each person always received the support they

required.

People's independence was promoted, and staff supported people to make decisions and choices. Staff supported people in the least restrictive way possible and consistently acted in their best interest.

People were safely supported to access their medicines and risks to people's wellbeing had been identified and mitigated. Staff understood their role in protecting people from abuse and knew how to make safeguarding alerts.

Right care: Staff knew people well, understood their needs and consistently provided person-centred care. They took pride in people's achievements and supported people to live their best lives. Dignity was promoted and peoples' privacy and human rights protected. Relatives told us, "[Person's name] gets on really well with the staff" and "The staff are very knowledgeable and caring".

There was a strong person-centred culture within the staff teams that had been built around each person's specific needs. Risks were managed appropriately, and staff understood how to meet people's needs if they became upset or anxious.

Staff had the skills necessary to meet people's needs and the provider valued and encouraged staff development. Leaders regularly worked alongside staff providing support and staff feedback was valued and acted upon.

Right culture: Relatives and professionals recognised the service's positive and supportive culture had impacted positively on people's well-being. Their comments included, "They certainly put the clients first" and "The needs of the service user are central to the Glassmoon ethos and I have been impressed by the quality of support provided to date."

Relatives were complimentary of the services' approach and the quality of care provided. A professional told us, "Their ethos and the way they come along side people and relatives sets them apart from other providers."

Staff were highly motivated and empowered by managers to support people to live their best lives. One staff member told us, "The managers are really passionate, very supportive and inclusive. It never feels like an us versus them situation. They are always there to help and I am never made to feel like an inconvenience."

Infection control procedures had been updated in line with COVID-19 guidance to help protect people, visitors and staff from the risk of infection. PPE was used appropriately and government guidance about COVID-19 was being followed.

For more information, please read the detailed findings section of this report. If you are reading this as a separate summary, the full report can be found on the Care Quality Commission (CQC) website at www.cqc.org.uk