Hagan Hall

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 the Care Quality Commission (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.

Right Care There were sufficient staff to meet people's needs safely and to ensure they felt safe. Staff communicated with people well, understanding how they liked to be spoken with and what made them feel more at home. Staff upheld people's dignity. They respected and promoted people's independence and the things that mattered to them. Staff had recent refresher training on safeguarding and knew how to keep people safe. Where safeguarding protocols were not followed in line with local arrangements, the provider took immediate and robust action.

Right Culture The ethos, values, attitudes and behaviours of the service were followed by staff. These were in line with the key principles of guidance such as Right Support, Right Care, Right Culture. Staff felt well supported and there was a permanent core to the team. Staff understood their roles and responsibilities. There were regular audits of key areas of the service. The provider had already identified these needed to improve to ensure incidents could be fully reflected on and lessons truly learned.

Some areas of service oversight required improvement, such as the regularity of supervision and competence checks. We have made a recommendation about this. Staff felt supported, there was good morale and no reliance on agency staff. People and those close to them had been involved in care planning. The provider had identified the need to improve the person-centred nature of some care documentation and this work was nearly complete at the time of inspection.