Poppy Cottage Limited

People's care and support was provided in a safe and clean environment. Systems were followed to ensure people were protected from abuse and poor care. The provider reviewed incidents but this did not include themes or outcomes. We have made a recommendation about this. People and relatives told us they felt the service was safe and that staffing levels had improved. Medicines systems had generally improved, however we have made a recommendation about the management of medicines records and audits. Staff recruitment checks were completed before they started supporting people. We have made a recommendation about the recruitment records.

The service did not effectively meet two people's hydration needs to maintain their health and wellbeing. Other people received effective support to monitor their nutrition.

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 did not consistently support this this practice. We have made a recommendation about this.

People's care, treatment and support plans were holistic. However, they did not always include enough information about identified needs or how to provide support. We have made a recommendation about this.

People were supported to be independent, pursue their interests and achieve their own goals. Staff protected and respected people's privacy and dignity. People told us they staff were caring and treated them well. We have made a recommendation about how people prefer to be addressed.

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people.

The service was not able to demonstrate how they were meeting some of the underpinning principles of Right support, right care, right culture.

Right support: The service supported people to have the maximum possible choice, control and independence. This was not consistently supported by recorded best interest decisions. Right care: Staff provided person-centred care and promoted people's dignity and privacy. This was not consistently supported by documentation, which did not always demonstrate how people's human rights were considered and upheld. Right culture: People were at increased risk of harm because the provider did not manage risk well to protect people. There was a transparent and open and honest culture between people, those important to them, staff and leaders.