Outlook Care

When we last visited the service, the registered manager was implementing guidance to minimise the risk of choking. On our return we found these improvements had been sustained and represented an example of best practice, reflected in positive improvements to people's quality of life and safety. The provider had shared this learning in a positive, pro-active manner. Staff had embraced the guidance. They focused on ensuring people enjoyed what they ate and drunk, respecting their preferences and cultural needs.

Senior staff used best practice to select local staff teams who worked effectively to deliver person-centred care. Staff had varied opportunities to develop their skills, including attending training which involved the people who used the service. Staff worked well with external health professionals to enable people to develop skills so they could take control of their health needs.

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. Technology was used creatively to minimise restrictions and improve people's quality of life.

There was a new management structure which was ensuring a more consistent quality of care. The culture

of the organisation was open. People, families and staff were encouraged to speak out and were confident they would be listened to. Comprehensive quality checks included people who used the service and highlighted areas for improvement which were acted on promptly. The provider worked well with external organisations and was committed to promoting best practice in their sector.

Risk was well managed across the service. Staff supported people to stay safe, whilst promoting their independence. Detailed risk assessments provided staff with the information about people's individual circumstances. People received the necessary support to take their medicines safely. There were enough staff to meet people's needs.

People received support from stable and caring staff teams who knew them well and treated them with respect and dignity. Staff promoted people's voice and ensured they were involved in making decisions about their care. Staff worked in an inclusive manner with people to maximise their independence.

Care and support was tailored around people's needs, adapting flexibly when their needs changed. Staff supported people to develop their interests and keep in touch with their local community, families and friends. There were arrangements in place to meet the needs of people who required end of life care. People felt able to complain if they were unhappy with the quality of care.

The service applied the principles and values 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 independence. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.