SENAD Community Limited - Derby

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.

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 received planned and co-ordinated person-centred support that was appropriate and inclusive for them.

The service promoted people's safety, wellbeing and happiness as the top priorities. Effective children and adults safeguarding systems were in place and staff were trained in this area. Comprehensive risk assessments were in place. These were reviewed on an ongoing basis and staff had clear guidance to follow to support people in a safe way, whilst encouraging positive risk taking to promote self-awareness and independence.

Staff recruitment was central to meeting people's individual needs. People and their relatives were encouraged to be take part in the process to recruit the right staff. This process was robust and ensured individual requirements were met. People were supported by an exceptionally dedicated staff team who understood their needs, had similar interests and upheld the provider's values. Staff were given time to get to know the individual and to build a relationship based on trust and honesty. This promoted continuity and person-centred care as people developed positive trusting relationships with the staff team.

The staff induction and training programme was comprehensive and tailored around the specific needs of the person they supported and met individual leaning needs. People were supported by very well-trained staff who were supported by a 24-hours management support team to respond quickly to any care

emergencies.

People received exceptionally good care because they, their relatives and professionals where required were involved in the assessment and care planning process. Assessments were very comprehensive and covered in detail support needs in all aspects of people's lives including their current needs, lifestyle choices and aspirations. These were reviewed and updated on an ongoing basis to ensure changes to people's needs were communicated with staff to promote their wellbeing and independence.

People were supported with all aspects of their health care needs. Staff were trained to support people with their medicines. Where people desired to manage their medicines staff provided the support, guidance and encouragement as required until this was achieved. Staff worked in partnership with other community professionals to provide 'joined up care' to people. This was important for people who needed to access different health care services on a regular basis. Care plans included guidance and advice provided by health professionals to enable staff to support people in an effective and consistent way to promote wellness. This demonstrated the service embraced innovation and learning to improve people's care experiences.

Everyone we spoke with said how passionate the staff and management team were about providing outstanding person-centred care to people when they needed it. They all commented positively about the effectiveness and responsiveness of the support people received. People and relatives thought of their support workers as being like friends or family members who were highly compassionate, caring and flexible. People had achieved excellent care outcomes and feedback from relatives and professionals supported this.

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. Staff empowered people to make informed decisions and enabled them to maintain control and achieve their goals and independence.

The service applied the principles and values consistently of Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and to gain new skills and become more independent.

The provider's values were reflected in the way staff interacted with everyone and how they supported people. There was a positive, open and inclusive culture within the service. People received exceptionally personalised care and support, which met their needs, respected their preferences and lifestyles and promoted their independence and wellbeing. People felt they mattered. For example, innovative steps were taken to ensure people's communication needs were identified and met. Staff received training around specific communication techniques to reduce communication barriers.

Staff roles and responsibilities were clear. Staff were supported and encouraged to use creative and individualised methods to support people to achieve their personal goals. Staff were valued for their contribution. They worked with people, relatives and professionals to continuously enhance people's quality of life and experiences. Management and staff listened to suggestions and acted on concerns and complaints. All feedback including complaints was used to continually improve the service.

The provider had comprehensive and robust quality monitoring systems and processes in place. Technology was used to identify and affect change to improve the service. People, relatives, staff and

professionals views were sought about the service and they were encouraged to comment on new initiatives. The provider and management team worked with other regulators and national organisations to review best practice guidance and training for staff working in this sector. This meant they influenced strategies to improve the care for children and people with a learning disability, autism, mental health difficulties and associated complex needs.