Voyage (DCA) Norfolk

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 receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.

The agency carried out its role effectively with robust leadership and delegation. There were clear governance processes in place and the agency reviewed its performance against clear objectives. The agency had a clear business plan which identified areas for growth and improvement. This firmly established year on year improvements and reflected on people's experiences.

People's safety was given the highest priority and systems and processes helped to ensure that data was collated about any incidents or events affecting the safety and, or well- being of people using the service. Risk assessments were robust, and records showed clear actions taken to investigate the circumstances of an incident and consider what else could be put in place to lower the risk.

Safeguarding concerns were reported as appropriate and the agency operated in an open, transparent way, cooperating and sharing information with other health and social care agencies as appropriate.

Regular reviews of the care clearly established how the agency were operating effectively and in line with the necessary health and safety regulations. Audits viewed showed high compliance levels and the registered manager had oversight of all aspects of the service.

The agency delivered holistic care working in partnership with other services and health care professionals to ensure people's needs were met as fully as possible. The organisation was very diverse in terms of the people it supported, and they ensured their workforce could meet the needs of people through good employment processes and training and development of its staff. We met people with rare medical conditions and staff had received bespoke training to enable them to meet their needs and educate others about their needs.

Staff helped to enhance people's lives and give them confidence and opportunities to have useful, fulfilling lives. Clear care objectives were set and reviewed, showing how people were progressing and encouraged to be more independent, develop and maintain important relationships, life and work skills. Care and support plans were well written and gave an insightful view of the persons strengths and support needs. These were written and reviewed collaboratively.

People were supported to live healthy lives and access the services they needed to stay healthy. Staff regularly consulted health care professionals and reviewed medicines people were taking with the view of reducing or stopping medicines which were no longer necessary. There were robust systems in place to ensure people received their medicines as intended.

The agency had an individualised approach for each person they supported, and this included establishing people's last wishes should they become ill and require palliative care. People's needs were met sensitively, and people were supported to have a dignified death.

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. 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. The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.

The agency recognised people's capacity to live their own lives and encouraged people to make decisions about their care and support, providing, where necessary additional tools and support to do this.