PALS Ltd

A key theme throughout the inspection was the cherished relationship between care staff and the whole family of the person they supported. There was an intensive process which matched each person to a small caring staff team who knew them well and had been selected specifically to meet that person's individual needs and preferences.

Staff were skilled at meeting people's needs safely, enabling them to be part of their local community. The service provided flexible opportunities for staff to develop their skills, so they were able to meet the needs of the people they supported. People's health needs were mainly supported by families and other professionals, with staff providing support to enhance their wellbeing.

Senior staff had assessed people's needs and produced written guidance for care staff. This guidance did not always reflect the person-centred support people received. This did not impact on the safety or on the quality of the support people received due to excellent communication, and the detailed matching and shadowing process. We discussed the quality of care records with the registered manager and they agreed to review their process to ensure staff had the required information, particularly for people with more complex needs.

The service applied the principles and values of Registering the Right Support and other best practice guidance 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 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.

There was scope to improve some of the more formal quality checks. However, the commitment and involvement of the senior staff team meant they had a deep understanding of what was happening at the service. The registered manager promoted open communication with people, families, staff and professionals. This created a service which adapted flexibly to people's needs and in response to feedback.