Mandalay

Mandalay is a purpose-built building with its own individual flats. People's care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people's personal care service.

Right Support: People's risks had been identified and assessed however, these required further improvement to ensure they were individualised to the person. We have made a recommendation around reviewing the management and updating of risk assessments for people. Staff had received training and were in the process of attending further specialist training to further develop their skills and knowledge. Where we identified gaps in agency staff training the manager liaised with the agency to ensure training was completed. 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. We have made a recommendation about the completion of MCA documents. The service had a manager who was overseeing the day to running of the service and they were working with the staffing team, people, and their relatives to improve communication and build positive relationships.

Right Care: People and their relatives told us they felt supported by staff in a kind, caring and dignified way. People's differences were respected by staff and people's relatives told us the care and support provided was consistent and by staff who knew them well. People's right to privacy was respected and staff encouraged people to regularly provide feedback through monthly meetings. Support plans included information on people's healthcare needs, preferences, goals, aspirations, and hobbies, however, they were difficult to navigate due to their size and content, information did not always triangulate across all areas of the support plans, so information was not always current.

Right Culture:

The culture of the service was open, inclusive, and staff were committed to supporting people to live as independently as possible. Improvements were required regarding the oversight of the service. Management needed to develop an effective auditing system to have a more robust oversight of the service and identify issues where learning is then embedded, and continued improvements can be made. People and their relatives felt their ideas and concerns would be listened to by management. Staff were complimentary about the new provider and felt there had been a positive improvement in communication and the management of the service. Staff told us they felt supported, and they were able to raise concerns with managers, and were confident any issues would be resolved.