Hand in Hands

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. At the time of our inspection 11 people using the service received the regulated activity of personal care.

Staff worked tirelessly to support people to make decisions even if initially, decisions had to be taken by others involved in people's care. The support provided by staff enabled people to develop an understanding and to take the decisions, leading to positive changes in their health and well-being.

People were supported to overcome their anxieties and fears. The support they received focused on their strengths and promoted their independence. With support from staff people lived fulfilling lives, took positive risks and accomplished their dreams and aspirations.

Right Care People were in control of their life and the care they received. Staff treated people as equal partners in their care. This increased people's self-esteem and made them confident in enjoying life to the full.

People, professionals and family members we spoke with told us about the significant positive changes people experienced due to the care received from staff. Staff understood how to provide care to people with protected characteristics to help them break down the barriers of their disability and live a life like any ordinary citizen.

The care and support people received was shaped to their individual needs. Staff were skilled getting people interested to learn new skills and develop their knowledge and understanding about what was important to them and how they wanted to live their life.

People learnt about how to stay safe from abuse, about confidentiality and being safe when using social media. They also learnt how to be more resilient, control their anxieties, fears and behaviours to enable them to have a good time when going out, going on holiday or to work. These achievements were celebrated and acknowledged by everyone involved in their care.

Right Culture The registered managers promoted a positive, inclusive culture amongst the staff team and people. Staff morale was good, they felt equal and essential part of the service. They were motivated and supported to progress in their career and develop their knowledge and understanding about best practice when supporting people with a learning disability and/or autism.

The inclusive culture promoted by the registered managers led to a long-standing permanent staff team. This gave people continuity of care and an opportunity to build strong, trusting relationships with staff who supported them for several years. Professionals and family members, we spoke with attributed the positive outcomes people achieved to the managers and staff who placed people in the centre of the service.

Recruitment had not been difficult for the provider due to the good reputation they built on the market. They received applications without the need for advertising and on the rare occasion when a staff member left, their position was quickly filled.

The registered managers and the provider used a range of audits and governance systems to quality assure the service provided. Systems in place were designed around people and their input and feedback was directly impacting on how the service was changed and shaped to meet their needs. People felt accomplished and happy living in the service.

The registered managers and staff demonstrated an excellent understanding about Right Support Right Care Right Culture guidance. The service enabled people to live their life like ordinary citizens.