Our current view of the service
Updated
4 November 2025
Date of assessment: 1 December 2025 to 26 January 2026.
This inspection was carried out to review the quality of care and compliance with legal regulations. At our last inspection the service was in breach of regulations relating to medicines management and governance. At this inspection the service had improved and was no longer in breach of these regulations.
Medicines were managed and administered safely, and staff ensured people had their medicines when they needed them. Governance was more effective with audits systems used to identify shortfalls and action plans put in place to address them.
We have assessed the service against ‘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 good access to local communities that most people take for granted.
The provider was able to demonstrate they were meeting the principles of ‘Right support, right care, right culture’.
The culture of the service had developed and improved. The focus was on people enjoying their lives and becoming more independent. Notable was the increase in activities, the improved menus, the highly personalised and imaginative re-decoration of people’s rooms, and the re-writing of care plans to ensure people’s wishes and aspirations were central to their care and support.
The service was well-staffed and the staff team knowledgeable and caring. They understood people’s communication needs and enabled them to make choices and decisions about their daily lives. They supported people to take positive risks, try new activities, and grow in independence.
Staff worked to reduce healthcare inequalities, collaborating with a range of healthcare professionals to ensure people had regular healthcare appointments and prompt referrals if their needs changed. People were supported to understand and make healthier choices about their diet, lifestyle, and physical activity.
People’s care plans were clear, detailed and personalised. Staff followed these to ensure people received consistent, appropriate support that was right for them. Relatives were welcomed at the service and invited to contribute to care planning and have a say in their family member’s care and support.
Managers listened to people, relatives, and staff and made changes to the service based on their views. They understood their roles and regulatory responsibilities and were committed to continual improvement at the service and ensuring the best outcomes for people.
People's experience of the service
Updated
4 November 2025
Most of the people using the service had complex communication needs and were unable to express their views to us verbally. However, we spoke with people’s relatives to gather their views and experiences of the care provided. We also observed interactions between staff and people at the service during our inspection.
Relatives said the staff provided high-quality care and support. A relative told us, “The care is excellent. [Person] is happy and that’s the main thing.” Another relative commented, “[Person] is looked after, clean, well-fed, room is clean, [person] is happy, they can’t communicate but I know their mannerisms, I’m quite happy with everything.”
They made many positive comments about the friendly and kind staff team. A relative said, “The staff there love what they do, and it comes across that they care from the heart.” Another relative told us, “The staff are friendly, kind, warm, and welcoming. we’re greeted in a lovely way and on the phone as well. It’s nice they look after us too.”
They said the service provided a homely, family environment for people. A relative told us, “Very homely and nice, person-centred and welcoming, warm, home from home, not regimented white walls. Residents are well thought of, their pictures are on the walls, it’s like a big family.”
They told us the service had improved. They said the interim manager had reached out to them and invited them to play a more active role in people’s care and support. A relative told us, “Our perspective is that [the service] is 100% better than it was, we can be involved now.”
They said they were listened to and had confidence in the management. A relative told us,
“The [interim] manager is brilliant and has common sense, I said a few weeks back [person’s] appearance needs sorting, it was done straight away.” Another relative commented, “[Person] is happier now. Overall [the service is] fine, I’m very pleased with it. I’d bring up anything I was concerned about and it would get sorted.”
Relatives praised other aspects of the service including the food. A relative said, “Absolutely excellent! They’ve got a regular cook, lovely food, plenty of choice. Dinner and pudding or sandwiches and cake. [Person] eats good food.” They also commented positively the environment, activities, and community involvement.
We observed staff supporting people with kindness, patience, and understanding. They knew how best to communicate with people and support them with their own personal preferences, likes and dislikes. They engaged people in group and 1-2-1 activities, trips out, and quiet time if people needed this. They were quick to respond if a person was distressed and knew what to do to comfort them. They were proud of the people using the service and keen to tell us about their achievements. The atmosphere at the service was positive, happy and calm.