Haven Group Offices

People's experience of the service and what we found: We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. 'Right support, right care, right culture' is the guidance CQC follows to make assessment and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.

Right Support: Staff supported people to have the maximum possible choice and control, independence was promoted and they had control over their own lives.

People had a fulfilling and meaningful lives because staff focused on their strengths and promoted what they could do.

People were supported with their medicines in a way that promoted the best possible health outcomes.

People were supported to gain skills and independence.

People were supported by proactive and innovative staff to pursue their interests. People told us they enjoyed a variety of activities in the local community. Staff supported people to identify and achieve their aspirations and goals. People were active members of their community and staff valued people's achievements.

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.

Right Care: Staff protected and respected people's privacy and dignity. They understood and responded to their individual needs.

People could communicate with staff and understand information given to them because staff supported them consistently and understood their individual communication needs.

Staff understood how to protect people from poor care and abuse. The service worked well with other agencies to do so. Staff had training on how to recognise and report abuse and they knew how to apply it.

The service had enough appropriately skilled staff to meet people's needs and keep them safe. People's care, treatment and support plans reflected their range of needs, and this promoted their wellbeing and enjoyment of life. The service supported people with opportunities to try new activities that enhanced and enriched their lives.

Right Culture: Quality monitoring and auditing of the service was mainly completed at the individual supporting living properties. However, this was not seen to be consistently recorded at the registered location level of the service.

The management oversight of the safety and quality of the service was not always recorded to show how it was analysed or actioned to ensure any themes or trends were identified. We have made a recommendation the provider develops and establishes systems and processes to oversee the quality and safety of the service at management level.

People led inclusive and empowered lives because of the ethos, values, attitudes and behaviors of the management and staff. Staff knew and understood people well and were very responsive, supporting their aspirations to live a quality life of their choosing.

Staff placed people's wishes, needs and rights at the heart of everything they did. People and those important to them were involved in planning their care. Staff evaluated the quality of support provided to people, involving the person, their families, and other professionals as appropriate.

Staff valued and acted upon people's views. People's quality of life was enhanced by the service's culture of improvement and inclusivity.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk