BeHappy@Home Southampton

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People had choice and control around their care arrangements. Care focussed on people's abilities and promoted their independence.

People were supported to maintain relationships that were important to them and care was arranged so people could access the services and activities which they wished. People's care plans identified how they would like to be supported and what they would like to achieve with the help of care and support. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Right Care We identified concerns in relation to staff's recording of medication administration and training records. We found no evidence people had been harmed. However, there were failures to record, monitor and improve

the quality and safety of the service, and a failure to maintain accurate records.

Staff were respectful of people's dignity, privacy and treated them as individuals with their own beliefs, thoughts and aspirations.

People told us they were happy with their care. People or their relatives felt comfortable raising issues or concerns. There were systems and processes in place to safeguard people from abuse. However, although the provider had raised safeguarding's with the local authority they had failed to notify CQC as required. The provider had an open and transparent approach where people, relatives and professionals were kept informed about key events related to care.

Right Culture Although we found issues around the oversight of governance, medication and training. From the feedback we received from people and relatives, the registered manager, their staff, and the provider's management displayed caring and person-centred values. They modelled this behaviour to staff and set expectations that these values should be integral to staff's working practice.

People were supported and treated with dignity and respect. Staff used accessible ways to communicate with people which were personalised to meet their needs. Relatives said staff listened to what they had to say and worked with them to communicate appropriately with people and in a way people could understand.

The provider worked well with external stakeholders to meet people's changing needs and ensure people had smooth transitions when moving between different services.