New Horizons Broad Oak Limited

Care is provided in people's own homes, at the New Horizons Resource centre, the New Horizons respite Caravan in Seasalter and in the community. People receive care on a one to one basis, unless additional staffing needs are identified.

Not everyone who used the service received personal care. The Care Quality Commission (CQC) only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of the inspection, the service supported 31 people, 19 of whom required support with their personal care.

People received safe care and support, their relatives were confident staff understood people's individual needs well and associated risks. Care plans contained detailed risk assessments, which reduced identified health risks together with any environmental risks to people and staff.

Medicines were safely managed and administered. Although we asked the registered manager to review the storage of medicines and arrange refresher training for some staff about how to administer a specific medicine.

Robust recruitment processes were in place. This prevented unsuitable staff from working with people. Staff were skilled in carrying out their role, most had completed vocational diplomas in addition to mandatory training.

The staff team worked in partnership with relatives. This ensured people received everyday support for their care and health needs, together with support to attend health care appointments.

The registered manager and staff we spoke with knew what their responsibilities were about keeping people safe from the risk of abuse. Spot checks, home visits and relatives' feedback requests ensured continuous oversight so that people and staff were safe.

Staff were caring and always protected people's dignity and independence both within their homes and in

the community. Staff had the information they needed to support people to make choices and recognised that people had the right to make their own decisions.

Staff and relatives told us continuity of staff was good and they always knew in advance who was coming to support them. Relatives confirmed staff always arrived when expected and they had never been let down by missed calls. Relatives were confident about raising concerns or complaints but had not had the need to do so.

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right Support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people.

The service was able to demonstrate how they were meeting the underpinning principles of Right support, right care, right culture.

Right support: • The model of care maximises people's choice, control and independence Right care: • Care is person-centred and promotes people's dignity, privacy and human rights Right culture: • The ethos, values, attitudes and behaviours of leaders and care staff ensure people using services lead confident, inclusive and empowered lives

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.

People's needs were assessed prior to receiving support including their protected characteristics under the Equalities Act.

The service had an effective system in place to assess, monitor and improve the quality and safety of the services provided. Appropriate action was taken to monitor accidents and incidents; the rate of which were very low. There was a process to gain feedback from people, their relatives and staff and to use this to improve people's experience of the service.

The registered manager was also a joint provider of the service and understood their responsibility to operate the service in line with their regulatory responsibilities.