Mencap - Dorset Support Service

Who the service is for

This is a specialist service for younger adults, older adults with learning disabilities. We have assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence, and good access to local communities that most people take for granted.

Key findings

We carried out this assessment on 20 July 2026. This service was previously rated as good. We carried out this assessment to confirm whether the rating of good remains accurate. This report does not provide detailed information on areas where we found practice continues to meet a good standard. Instead, our findings focus on any areas where the service needs to improve or where we found exceptional practice.

People were supported by enough safely recruited staff who had the skills and knowledge to provide effective support. Staff consistently spoke positively about the training and support available to them, with one saying, “We do a mix of in person and online training and competency checks. It’s very good and detailed.” Another staff member described their induction as “exceptional” and said, “Mencap’s training was a revelation.”

People received their medicines when they needed them and staff told us they had been supported to improve their confidence and knowledge in this area. We observed staff supporting people safely with a person-centred approach that was consistent with information in people’s support plans, which people and their relatives also confirmed.

Medicines were administered safely, with clear protocols in place to guide staff on when to administer ‘as required’ medicines. Regular medication audits were completed and identified areas where improvements could be made.

Care plans were developed with people and, where appropriate, their families, and contained relevant information about their care, support needs and interests. This helped ensure people were supported according to their individual needs by staff who were caring, compassionate and familiar to them.

People were supported by a consistent key worker who knew them well and understood their individual needs, preferences and goals. This helped to build trusting relationships and ensured people received personalised support that reflected what was important to them.

Staff understood their responsibilities to safeguard people from abuse and were knowledgeable about what concerns to report and who to report them to. Risk assessments were in place to support people safely with their health conditions, and the service manager reviewed support plans to ensure they contained relevant information to manage and mitigate risks.

Relatives told us people were supported effectively to manage health risks and maintain their wellbeing. Staff used guidance within care records to provide safe and consistent support.

The culture of the service was focused on maximising people’s independence and enabling them to live full and meaningful lives. People were offered choice and control over their daily lives, including the activities they took part in, the people they spent time with and how they received their care and support.

People were treated with dignity and respect, and staff listened to and acted upon their wishes and preferences. The management team and staff took pride in supporting people to be as independent as possible and to live life to the fullest. One staff member said, “I encourage people to keep doing things that they are able to do independently.”

The service worked within the principles of the Mental Capacity Act 2005 (MCA). Where people were deprived of their liberty, appropriate Deprivation of Liberty Safeguards (DoLS) authorisations had been applied for and were kept under review. People were not subject to unlawful or unnecessary restrictions and were supported to have choice, control and freedom in their daily lives wherever possible.

Care staff consistently demonstrated compassionate and person-centred care. One staff member explained, “They are all different personalities with different capabilities and needs and are treated as unique.” Staff actively looked for ways to improve people’s lives and help them achieve positive outcomes.

The service worked effectively with healthcare professionals and other agencies to ensure people’s needs were met. Information was shared appropriately and health concerns were escalated when required. Staff told us, “We always involve the GP when there is any health concern for the people we support.”

The provider’s vision was embedded across the staff team through regular meetings and appraisals. These focused on delivering high-quality care and treating each person as an individual, ensuring they felt valued, respected and listened to.

The registered manager was described as supportive and approachable and promoted an open culture. Staff felt comfortable raising concerns and were confident these would be addressed appropriately. One staff member told us, “I feel supported by my colleagues, and by my manager who is always available to talk about anything happening in the service.”

There was an effective management structure that provided accountability and support throughout the service. People and their families spoke highly of the leadership, and we saw evidence of learning, development and a commitment to continually improving the quality of person-centred care provided. Staff spoke positively about the culture of the service, with one saying, “The well-being and happiness of the people we support is really at the heart of what we do.” Another staff member told us, “The current team is excellent, and the management is very good.”