One Fylde (Libra House)

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.

People were empowered 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. When people lacked capacity to make specific decisions, we found the service was following the best interest's principle. Relevant authorisations had been granted by the Court of Protection where people's liberties were deprived.

People's needs were assessed, and care plans were developed to promote positive risk taking. People's homes and décor were personalised and reflected their personalities, showing their choices and decisions had been respected. Adjustments had been made in people's homes to promote their independence and keep them safe. Staff had been employed following robust recruitment procedures and were trained in the safe storage and administration of medicines. Staff were knowledgeable on what actions to take should they witness any safeguarding concerns or hear any allegations of abuse.

Right Care: The service had enough staff to meet people's needs and keep them safe. The management team advocated stability and continuity of care in people's homes. Staff knew people they were supporting well, including their health and wellbeing needs and championed their likes and wishes and promoted their best

interests. Staff were trained and skilled to offer support and guidance to quickly lessen or minimise people's distress. Staff and visitors had access to protective personal equipment to limit the risk of infection. Staff knew how to ensure people had the option of eating a healthy diet.

The service recognised the need to promote people's mental health. They had created opportunities for people to be valued members of their local communities and for external peers to have the opportunity to share in their hobbies and passions. Vocational and social activities were implemented to develop people's skills and enhance their self-worth.

Right Culture: Staff were very caring, kind, and showed a genuine interest in the wellbeing of people. They provided care and support to people in a respectful and compassionate way, respecting their individuality and culture. People were comfortable and relaxed in the company of staff.

The management team created new roles within the service that focused on challenging discrimination and worked in partnership with community based services to ensure people received the same care, treatment, and services all citizens received. The management team collaborated with staff and with outside agencies to make reasonable adjustments so people could experience daily living experiences while managing risks and keeping people safe. The provider carried out regular audits and could evidence lessons were learnt when things went wrong.