New Key

New Key provides care and support to people living in a number of 'supported living' settings in Torquay, Totnes and Kingskerswell, so that they can live in their own home as independently as possible.

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

The service is registered to provide support to people with a learning disability and/or autistic and who may have care needs around their physical disability or sensory impairment. At the time of the inspection 64 people were using the service

The provider, registered manager and staff were extremely passionate and committed to making a positive difference to people's lives. People received support from a dedicated team of staff who had been specifically recruited and trained to work with individuals, staff had worked in the service for many years and had built relationships and a level of trust with people which was extraordinary. Staff continuously looked for ways to enhance the quality of people's lives.

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. Staff demonstrated they understood people's diverse needs and respected their equality such as age, disability and gender.

Right Care: The provider, registered manager and staff team were passionate about people's well-being and went above and beyond to help people achieve their goals and aspirations by building their confidence and breaking down barriers to increase independence. Relatives and professionals described how people received excellent personalised care and support that was tailored to peoples needs and preferences.

People were supported to express their views and opinions in various ways. People had different ways of communicating and staff understood how best to share information for people to make their own choices and decisions. The service had facilitated people to participate in numerous activities and interests which enhanced their quality of life.

Right Culture: The registered manager and provider were visible and exceptionally supportive to both people and staff. They were instrumental in continually developing the service to meet people's needs. The culture of the service was extremely friendly, open and transparent where people's and staff voices were listened to in order to continually improve the quality of care. Auditing systems were in place that enabled the registered manager to have effective and responsive oversight of the service and the care delivery which enabled them to identify any improvements needed.

Lessons were learnt when things did not go well and any complaints, incidents, accidents and safeguarding's were investigated and responded to and shared to continually improve the service provided and prevent reoccurrence.