Carmel Care & Support Teignmouth

Right 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. People were encouraged to take part in activities they enjoyed and staff supported people to pursue their interests. Staff knew people well and knew how to keep people safe from abuse and avoidable harm. A relative told us "I don't have any concerns about the service." Medicines were managed safely. Infection control measures were in place.

Right Care: People received kind and compassionate care from staff who used positive, respectful language which people understood and responded well to. We observed warm and friendly interactions between people and staff. Feedback to the service received from a healthcare professional stated, "It actually does feel like a home, not an 'institute'." Staff were patient and used appropriate styles of interaction with people.

The service met the needs people using the service, including those with needs related to protected characteristics. One relative told us "I believe they continue to meet [person's] needs as they change." Another told us "[Person] is very happy, [person's name] has been there since 1999, this is their long term home, they are [person's] family and friends."

Right Culture: The registered manager worked hard to instil a culture of care in which staff truly valued and promoted people's individuality, protected their rights and enabled them to develop and flourish. The registered manager told us as a service they focussed on helping people to succeed.

Staff felt respected, supported and valued by senior staff which supported a positive and improvement- driven culture. One staff member told us, "[Registered manager] is absolutely amazing. She supports her staff." They told us the registered manager was always available to provide help during the day and always responded when she was on call out of hours

A family member told us the care their relative received was, "Excellent, very good, they go above and beyond." Another told us, "I feel the care is exemplary. It is an excellent example of a care home, we feel very fortunate that [person] is living there."