ComCare

Recruitment files had not been robustly audited, and we identified shortfalls in pre employment checks being completed before staff were working alone. Correct mitigation was in place, such as risk assessments but these checks were not followed up until inspection. All checks were completed before the end of our inspection.

Management of the service had gone through a recent change. The manager recently joined and told us they were "starting from scratch." We were told they had apologised to people and their relatives when things had not gone well and had developed new audits and checks to drive improvement going forward.

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. 'Right support, right care, right culture' is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it. We considered this guidance as there were people using the service who have a learning disability and or who are autistic. The service was meeting the principles of Right Support, Right Care, Right Culture on this inspection.

Right Support: People told us staff were polite, kind and respectful when supporting them with their personal care. Staff supported people to play an active role in maintaining their own health and wellbeing. Staff listened and amended peoples care as their needs changed. People were supported by staff to pursue their interests. A relative told us their family member went swimming, at least, "Once a fortnight and has lunch afterwards.

They even went to Winter Wonderland in Hyde Park, London." 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: People received kind and compassionate care. Staff protected and respected people's privacy and dignity. They understood and responded to their individual needs. Staff showed kindness, compassion and support to people. One person told us the staff, "Understand me and help me get a shower." They also told us staff supported them with changing their bed, making food and supporting them when they were frustrated. We saw people telling staff, "I love you," and they were affectionate towards them holding their hands or hugging them. Relatives told us "(Staff member) is great I cannot rate them highly enough" and, "This is the place (person) has always chosen and feels the safest…(person) is extremely happy where they live."

Right Culture: People led inclusive lives because of the ethos, values, attitudes and behaviours of the management and staff. A relative told us, "Staff treat (person) as an individual, a buddy, they get the measure of him." People were encouraged and supported to establish and maintain relationships with one another as well as with family and friends. We observed staff preparing a valentine calendar with one person, to assist them to count down the days till the event and observed staff supporting people with video calls with their family. Relatives told us the, "Staff are always helpful." People told us they were excited about going home to their family and staff had supported them to prepare for their individual needs. Staff knew and understood people well and were responsive, supporting their aspirations to live a quality life of their choosing. Relatives told us how staff had worked with their family member to organise a disco for their birthday including preparing all the invitations. They described the staff as "extremely caring and thoughtful." They had made their relative "A cake, the most beautiful cake."