Susan Hampshire House

Updated 9 September 2025

Date of Assessment 16 October to 22 October 2025. Susan Hampshire House accommodates 16 people who have a learning disability and/or autistic people. At the time of the inspection there were 12 people living at Susan Hampshire House.

We assessed the service against the ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and the access to local communities that most people take for granted. The service is located in a large house in close proximity to Yate shopping centre and other leisure facilities. Despite being a large service, it was operated in line with the values that underpin the Right support, right care, right culture guidance and other best practice guidance.

At our last inspection which was completed in November 2024 the service was rated requires improvement. The provider submitted an action plan, and the purpose of this assessment was to assess ongoing compliance. The provider was previously in breach of the legal regulations in relation to safe care and treatment, staffing, and governance. Improvements were found at this assessment, and the provider was no longer in breach of these regulations. These related to safe care and treatment, staffing and governance and failure to report to the Care Quality Commission. We assessed all of the quality statements in the safe and well led key questions and the provider was now rated good in safe and well led.

People received safe care, and staff understood their needs and preferences well. Care plans gave staff guidance to support people safely. Staff managed risks and met people’s health and wellbeing needs.

There were sufficient staff supporting people. Staff felt supported in their roles and received training to enable them to provide safe care.

The service was well led. The management team were proactive in ensuring people received a quality service that met their individual needs. Staff were positive about the changes that had taken place over the last 12 months, and felt the team were more cohesive with a strong management presence. Feedback was sought from people, their representatives and staff. Feedback from professionals was positive on how the service had supported people with improved communication.

Updated 9 September 2025

We spoke with 4 people who used the service about their experience of the care provided and spent time with others observing interactions with staff. Some people could not directly tell us about their experiences. We used a structured observation tool to help us understand their experience and assess whether they received good care.

People were happy to talk about the activities they regularly took part in such as going for walks, shopping, spending time in the garden when it was warmer and the gentle exercises that took place in the home alongside external musicians visiting. Some people were planning a holiday to Butlins, and it was evident they were very much part of the planning of their holiday. People told us they liked the staff. One person told us, “I like it here, it is my home I can come and go as I like and although I keep myself to myself, the staff are ok.” Another person gave us a thumbs up when asked if they liked living in Susan Hampshire House and pointed at staff and smiled.

People looked comfortable in the presence of staff. Staff were observed engaging with people and offering choices such as activities and drinks. Mealtimes were unrushed and people were supported where this was needed to keep them safe.

People appeared well cared for and were moving freely around their home. We observed staff using signs and gestures to communicate with people where this was needed to help them communicate.

We spoke with 8 relatives about the care and support that was in place at Susan Hampshire House. Relatives felt people were safe, they knew the registered manager well and felt able to raise concerns if needed. Feedback was positive in respect of the management of the service, the staff and the support in place. Comments included, “On the whole I see a very caring and kind team at Susan Hampshire House who appear to enjoy supporting (name of person)”, and “Very proactive, especially since (new manager) joined the team” and “The staff know the clients well, they provide entertainment , try to get people out for lunch and other trips. They are caring and involve me in any decisions that involve (name of the person).”