No Place Like Home

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

People's experience of using this service: The service continued to be exceptionally effective, responsive and well-led. Staff had worked continuously to further develop and nurture these areas and the areas of safe and caring. As a result, it provided an exceptionally outstanding service for the benefit of people and their family members.

The service met its mission and values to help people make the most of later life through growing people's confidence and providing companionship designed around their needs and wishes. A relative told us, "The provider explained the mission and values of the service. It has been that organisation and delivered 100% on it".

Staff had outstanding skills and an excellent understanding of people's individual preferences. Staff training was developed and delivered around people's individual needs and this had made a significant impact on people's quality of life. A relative told us, "I started in a situation where I was upset. But having found this agency it made me realise that dementia is not the end of the world. You can live with it. I couldn't speak highly enough of them".

There was a strong, visible person-centred culture. Developing positive and trusting relationships with people was at the heart of the service. Time was invested in making sure that staff employed shared the values of the service and in matching them with the interests and personality of the people they supported. A relative told us, "I am overwhelmed with the wonderful care. The service is set up like a family who is going to do the right thing". A health care professional said, "The ethos and ethics of the team wholly reflect the need for person centred care that responds to individual needs. The whole team have quickly grasped the crux of situations and have always done their utmost to provide the correct level of support as quickly as possible, ensuring that they match the right people for the best outcomes".

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Staff had real empathy for the people they cared for and went 'the extra mile'. A relative told us, "They were

caring all the way up to and after mum's funeral. They kept popping in to see if we were OK. They are authentic and compassionate".

The service was an important part of its community and had developed links to reflect the needs of people. It worked with charities, health and social care professionals and engaged and acted on research to deliver improved outcomes and experiences for people.