Saracen Care Services Ltd

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.

The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People using the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.

The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.

People continued to receive an outstandingly caring and well-led service. Following our previous inspection, the service had further developed their exceptional person focused approach and responsiveness to people's needs. Staff viewed each person as individuals and we found people had been empowered, through creative communication, to make truly informed decisions that enabled them to live the lives they wanted. Highly motivated staff worked tirelessly to advocate for people and find solutions with people to negotiate the challenges they faced when making their life choices.

Since the previous inspection the provider and registered manager had continued to develop and improve the service. This had led to improved outcomes for people and excellent levels of support. Time and resources had been invested to develop a variety of accessible communication tools to support people to take control of their care.

People and their relatives spoke highly of the staff and the support provided. Without exception, people and relatives praised the staff for their caring attitude and their commitment to

support people. The staff valued and respected people decisions about how they wanted to lead their lives and the support they required. Staff understood the different and diverse needs of people and delivered care which was non-judgemental and promoted equality. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.

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.

Care provided by the service was person centred and focused on people's individuals wishes and strengths. Staff had encouraged people to maintain their interests and relationships and be inclusive in the community. The provider supported people with the use of technology to assist people in communicating and understanding their needs and how to protect them from danger.

Comprehensive care plans were in place to provide staff with the guidance they needed to support people. Control measures and risk management plans were in place for people with specific medical conditions and others who were at risk of harm or harming others. People, where possible, were supported to understand the risk involved in any activities they were doing and how to stay safe. Health care professionals reported that the service was highly effective and responsive to people's needs and that staff worked collaboratively with them to achieve the best outcomes for people. People's medicines and finances were managed safely.

Safe recruitment practices of staff were used. The managers valued people's feedback about the staff who supported them. All staff completed an induction programme and were trained in their role. Staff reported they felt supported and that managers were approachable. An effective on call system was in place to help manage out of hours concerns.

Complaints, accidents and feedback were taken seriously and used as an opportunity to improve the service. The registered manager had informed the CQC of significant events and managers worked openly and took prompt action to address any shortfalls.

There was an extremely positive 'can-do' culture within the service. The provider had a well-developed management system in place with clear responsibilities for every member of their staff team. The management team provided support to staff and a clear vision and strong values about how people were supported. The provider's governance was well-embedded and there were effective assurance systems that ensured ongoing compliance. There was a strong ethos of learning when things went wrong.