Garland Support Exeter

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

Right support: Model of care and setting maximises people's choice, control and Independence;

People were kept safe from avoidable harm because staff knew them well and understood how to protect them from abuse. The service worked well with other agencies to do so. One person commented, "It's lovely here, I love the staff. I'm going to a healthy eating workshop now so I'm happy." People's body language while interacting with staff was relaxed and positive, which indicated they felt safe. Relatives commented, ""[Person's name] has a dedicated team of carers and it's about getting the balance right, they (carers) keep her safe, but they want to make sure she has choice over her life too" and "They, (staff) do a brilliant job at keeping her safe."

People lived safely and free from unwarranted restrictions because the service assessed, monitored and managed safety well. There were comprehensive risk assessments in place covering all aspects of the service and support provided.

Medicines were managed as necessary. Infection control measures were in place.

Care files were personalised to reflect people's personal preferences, needs and goals. Their views and suggestions were taken into account to improve the service. People were supported to maintain a balanced diet. Health and social care professionals were regularly involved in people's care to ensure they received

the care and treatment which was right for them.

There were effective staff recruitment and selection processes in place.

Right care: Care is person-centred and promotes people's dignity, privacy and human rights;

Staff relationships with people were caring and supportive. Staff provided care that was kind and compassionate and they clearly focussed on ensuring people led the best life they could. Relatives commented, "Garland staff are very kind and sensitive, they're willing to go the extra mile. Communication is good, they always keep me informed" and "Garland staff are really good, we're pleased with them and hope that our other [child] can use them in the future."

Right culture: Ethos, values, attitudes and behaviours of leaders and care staff ensure people using services lead confident, inclusive and empowered lives;

People's equality, diversity and human rights were respected. The service's vision and values centred around the people they supported. The vision statement was shared with staff and displayed in the office and community Hub run by the provider. This stated their vision statement was, "To enable the people we support to achieve their maximum potential and lead fulfilling lives within education, employment, independent living skills and relationships." Our inspection found that the organisation's philosophy was embedded in Garland Support Exeter. For example, people were constantly encouraged to lead rich and meaningful lives, try new activities and skills and enjoy quality time with friends and family.

People were supported by staff who had received relevant and good quality training in evidence-based practice. This included training in the wide range of strengths and impairments people with a learning disability and or autistic people may have, mental health needs, communication tools and positive behaviour support.

The provider worked hard to instil a culture of care in which staff truly valued and promoted people's individuality, protected their rights and enabled them to develop and flourish. Staff felt respected, supported and valued by the provider which supported a positive and improvement- driven culture. The provider directors were very involved in the day to day running of the service, including providing care and support for people on a regular basis. This meant they understood the environment their staff were working in and were available for support, pro-actively encouraging staff and promoting their wellbeing.

A number of methods were used to assess the quality and safety of the service people received. The service made continuous improvements in response to their findings.