Has 2 be Happy Care

People's experience of using this service:

The registered provider continued to be committed to developing a holistic service which was person- centred and extremely responsive to people's needs. Outcomes for people were consistently positive. The service was described as "inspiring," and, "the best thing since sliced bread."

Relatives praised the ways in which people's quality of life had improved since their family members had used the service. We were repeatedly told staff made a difference within people's lives. One relative told us the service had been life changing for their family member.

There was a strong person-centred culture which ran throughout the service. Staff were motivated to make a difference and cared for people in ways that exceeded expectations.

The service was committed to ensuring people's voices were promoted and listened to. They worked innovatively to ensure people could be heard and understood. People were routinely involved in their own care planning and the development of their service.

People were supported and encouraged to be involved in the design and management of the service. For example, we spoke with a group of people who were involved in recruiting staff for the service. They told us their views were always taken seriously.

Everyone we spoke with said they were extremely happy with the service and would recommend the service to other people.

We were repeatedly told by people and relatives the service was extremely well-led. We found evidence during the inspection process which confirmed this was the case. Leadership within the service was strong and focussed upon striving for and maintaining a person-centred service.

Managers and staff had a clear vision of what was required of a quality service and excelled in providing this throughout the service. Feedback was continuously gained from all parties to develop and improve the service.

The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the

need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People using the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People said they were assured staff were experienced and appropriately trained. Staff worked in partnership with families to develop and provide training to staff.

The registered provider had invested in technology and was in the process of implementing it throughout the service to increase efficiency and further improve outcomes for people.

Staff were described as reliable, kind and caring. We were provided with many examples of when staff had gone the extra mile.

Processes continued to be embedded within the service to promote safety. People and relatives confirmed safety was always considered.

The management team worked proactively to ensure individual concerns were identified and acted upon before they became a complaint. People told us they had never had any reason to complain but were confident any complaints would be dealt with effectively and professionally should they ever need to.