Haverhill Community Care

At the time of the inspection, the location did not care or support for anyone with a learning disability or an autistic person. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.

We found the provider to be outstandingly caring and well led.

Right Support: The provider ensured any risks to people's safety and welfare were assessed and mitigated effectively; medicines were managed safely, and independence promoted wherever possible. Audits in place were sufficiently robust to enable effective oversight of the service. The ethos, values, attitudes and behaviours of leaders and care staff ensured people lead empowered lives. Staffing levels were sufficient to meet people's needs, there were no missed care calls and people knew who to expect for their care. Managers continued to recruit staff safely. People's care met their needs and was flexible. One relative told us, "If we require some changes in call times, all I need to do is phone the office and they will sort it out for us." Staff followed an appropriate induction programme, and training was on-going throughout employment and as needed. Care plans included information about support required in areas such as nutrition, mobility, and personal care to help inform care provision and to ensure person centred care. Staff made appropriate referrals to other agencies and professionals when required. 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 Care: Care was person-centred and respectful and promoted people's dignity and privacy. People received exceptionally kind and compassionate care. People told us they were well cared for, and one relative said, "I would highly recommend the company and regarding their level of performance, well I would give them ten

out of ten… and I don't give out 10 out of 10 lightly."

Staff understood how to protect people from poor care and abuse. Staff had training on how to recognise and report abuse and they knew how to apply it. People's care plans reflected their individual support needs, and this promoted and enhanced their wellbeing. Staff identified people's communication needs and addressed these.

Right Culture: People led inclusive and empowered lives because of the ethos, values, attitudes and behaviours of the provider and staff team. People received consistent care from staff who knew them well and who were responsive their individual needs.