New Horizons 24/7 Pvt Limited

The person lived in their own home and was supported by staff to make choices about their living environment including the décor and were supported to access services to support with the upkeep of the environment. Staff knew how to manage the risks of cross infection. Staff understood the person's needs, wishes and preferences and were supported to remain as independent as they could be. The person was encouraged to make their own decisions about all aspects of their life.

The person was 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: The person had a core staff team in place who they knew extremely well and had led to meaningful and supportive relationships. This meant staff knew when changes in the persons health and well-being were taking place and allowed them to act quickly. However, staff worked excessive hours without breaks as recommended in health & safety legislation. This increased the risk of potential harm to the person. Staff received regular training to support them to carry out their roles safely, however not all of them had not received training to manage behaviours or in learning disabilities. The cultural needs of the person and staff were understood, and a diverse workforce was in place. The person received individualised care from kind and caring staff. They understood how to communicate with the person to make sure their needs were met.

Staff worked well with health and social care professionals to provide the right support to keep the person safe. They understood how to protect the person from poor care and abuse. Staff had received training about how recognise and report abuse and they knew how to apply it.

Right Culture: Quality assurance procedures needed further development to ensure all aspects of the service were encapsulated. Staff said they felt supported in their roles. Leaders needed to be visible and responsive to ensure they had full oversight of the service. They embraced feedback to support ongoing development in the service.

The person had used the service for many years and had been supported by staff to live safely within their local community. They had continued to deliver a service to the person which supported them to live their best life.

Staff said they enjoyed working with the person and enjoyed the flexibility they received from the provider. Staff turnover was very low and had supported the person to develop and maintain meaningful relationships with the staff team.

Staff had a good understanding of supporting the person with all of their health and well-being needs and embedded training and national guidance to deliver the best care to the person. The culture of the service and its inclusivity had enhanced the person's life. The ethos, values, attitudes and behaviours of the provider and the staff team supported the person to lead and inclusive and empowered life. The person was at the centre of their care.