Milestones Support Services

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. 'Right support, right care, right culture' is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.

Arrangements were in place to ensure a consistent group of staff supported people. Families said staff usually arrived at the times agreed to provide the support needed to people. Staff knew people's preferred communication needs and relatives confirmed staff were able to communicate effectively with people.

Right Care: People's needs were met through the delivery of care and support tailored to meet their needs and preferences although some areas of risk management needed improvement. People's needs were assessed prior to them using the service to ensure these could be met. Care plans been completed involving people and their family members where appropriate. Staff supported people's privacy, dignity, and cultures. Relatives told us staff were respectful to their family member. Staff told us they had completed regular training and had the skills and knowledge required to meet people's specific needs. Staff were aware of people's nutritional needs and supported people to eat and drink where this was required. People's preferred method of communication was established and respected by staff.

Right Culture: The registered manager promoted an open and inclusive culture which had created a welcoming, warm, and friendly approach. People's families spoke positively about the way the service was managed and the quality of service provided. Records across the service were not always clear to demonstrate effective systems were in place to capture people's feedback and demonstrate any issues for improvement had been acted upon. Staff recruitment checks had not been fully completed before they started to work for the service to confirm they were safe and suitable to work with people. Some reportable incidents had not been notified to CQC as required. Staff were positive in their views of the service and support they received and confirmed the registered manager was approachable and available when they needed them.