Fern House

Right support: People using the service were safe. They were supported to be as independent as possible. People lived in their own homes or in shared accommodation that contained individual flats, which they could personalise. People had control of how their care and support was arranged. People were supported to maintain a good quality of life, use local services and avoid social isolation. For example, they pursued their interests and they were supported with maintaining relationships with family and friends. We observed staff supporting people to go about their daily lives, such as their regular activities and routines. One person we visited was looking forward to going out with a relative, who was visiting them that day. Another person wanted to go to the seaside and staff accompanied them there.

Right care: People and staff had developed positive relationships with each other. Care plans were person-centred for people to receive care that met their needs and preferences. Staff ensured people's dignity, privacy and human rights were respected. 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 sensory and behaviour support needs were understood and met. Their communication abilities were assessed so that staff could engage and interact with them appropriately.

Right culture: The values and attitudes of staff and managers encouraged people to feel positive in their daily lives. People were listened to and respected. The registered manager monitored the service to check people were safe and received a good standard of care. Staff were recruited appropriately to ensure they were suitable to work with people. Staff were assessed and trained to carry out their roles effectively. Feedback was sought

from people and relatives to help make continuous improvements to the service.