Hightown House

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. 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 outcomes

Staff received training and refresher updates in basic core areas as well as training specific to meet the needs of the people they supported. Relatives said staff were skilled and competent. Staff told us they felt listened to and supported by the management team. Staff supported people to eat a healthy, balanced diet. People had access to health and social care professionals relevant to their needs. Health professionals told us people received appropriate support from the service. Staff sought people's consent to the care and support they received, together with that of their relatives or external advocates where appropriate.

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.

The service applied the principles and values of Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence. 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's relatives complimented the staff team for the care and support provided. Staff had developed positive and caring relationships with people and were knowledgeable about their individual needs and personal circumstances. People and their relatives, where appropriate, were fully involved in the planning and reviews of their care and support. People were supported to access advocacy services to obtain independent advice and guidance relevant to their needs.

People received personalised care and support that took account of their preferences and personal circumstances. Staff told us the provider encouraged them to explore any aids to enable better communication with people. Staff helped and supported people to develop the skills and confidence necessary for them to live independently in their own homes. People enjoyed a varied and active social life according to their personal preferences with the encouragement and support of staff. Staff and management routinely sought and learnt from people's experiences, concerns and complaints in a positive and responsive way.

At the previous inspection in 2016 we had found that local level audits had not always been completed and had not always identified areas of concern. At this inspection we found significant work had been undertaken to develop workflows for every aspect of the business which meant that shortfalls in performance were swiftly identified and addressed in a timely manner. The management team were clear about the provider's values and the purpose of the services provided. Staff also understood these values. People's relatives were positive about how the service was managed and the management team.

The registered manager and scheme managers were knowledgeable about the people who received support, their needs, personal circumstances and the relationships that were important to them. The provider routinely distributed quality survey forms to people, staff, relatives and health professionals. Health and social care professionals told us that the staff and management team were responsive to any comments and suggestions and were committed to working collaboratively with people, their families, specialists and professionals.