Waterlees Supported Living Service

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.

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. Staff focused on people's strengths and promoted what they could do through robust positive risk taking, so people led fulfilling and meaningful lives. People and their relatives confirmed this.

People were supported to maintain and pursue their interests and to achieve their aspirations and goals. People and relatives were able to describe the outcomes they achieved as a result of their care and support. Outcomes included development of independence and being actively involved in their local community. People received their medicines as prescribed. We identified some minor documentation issues around recording and monitoring of incidents of distress, which was rectified by the registered manager immediately.

Right Care People received care and support from staff who knew them well and understood their individual needs and considered their preferences. Staff understood people's individual ways of communicating and spoke about them with respect. Staff could recognise and report abuse and there were enough appropriately skilled staff to meet people's needs and keep them safe. Staff supported people to stay safe and maintain their well- being.

Right Culture The culture of the service was open and empowered individuals to express their views and be in control of their lives with the support of staff. People received support based on inclusion, respect and transparency.

People and their relatives told us they felt confident to approach the management team and that their suggestions would be listened and responded to. A range of quality checks with oversight at provider level helped to maintain and improve the service and the lives of people supported.