Phoenix Bespoke Support

Right Care: People and their relatives told us they felt supported by staff in a kind, caring and dignified way. People's differences were respected by staff and they had undertaken relevant training to effectively support people. People told us that the care they received was consistent and that staff knew them well. Managers matched people with care workers of their choice, who understood them and enhanced their care experience. People were able to choose their meals with appropriate support from staff. People's right to privacy was respected and staff encouraged people to regularly provide feedback about the care provided. Care plans were personalised and included information on people's healthcare needs, preferences, challenges and hobbies. People's preferences and abilities in relation to oral care were recorded clearly in care plans.

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.

Right Culture: The culture of the service was open, inclusive and empowered people to live independent lives. People and their relatives were complimentary about the service and felt their ideas and concerns would be listened to by management. Relatives told us they felt that staff had helped their loved ones become more confident and independent. Management had undertaken regular audits to look at ways of improving the service and identifying issues. Staff were complimentary about the management of the service, felt valued and told us they were able to raise concerns with the manager. Staff were encouraged by management to undertake training. Staff treated people equally in line with their beliefs, opinions and preferences. Meaningful relationships had been developed between people, their relatives and staff. People felt comfortable and trusted the care workers. Caring for people's wellbeing was an important part of the services philosophy. People had a regular team of care workers and felt they had become part of the extended family.