Scott Care's Medway Branch

Right Support: The service did not make reasonable adjustments for people so they could be fully in discussions about how they received support. People received surveys and provided feedback but the service failed to act on these to improve the service.

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 supported people to make decisions following best practice in decision-making. Staff communicated with people in ways that met their needs.

Right Care: People had not always received care that supported their needs and aspirations, was not focused on their quality of life, and did not follow best practice. Care calls were sometimes late or missed and people were not informed about these changes. This put people at risk of their care needs not being met.

People's care, treatment and support plans reflected their range of needs and this promoted their wellbeing.

People received kind and compassionate care. Staff protected and respected people's privacy and dignity. People benefitted from staff who understood and responded to their individual needs.

Right Culture: Management failed to effectively evaluate the quality of support provided to people and to fully involve the

person, their families and other professionals as appropriate.

People's quality of life had not been enhanced due to the lack of the service's culture of improvement and inclusivity.

Staff had not ensured risks of a closed culture were minimised so that people received support based on transparency, respect and inclusivity.