There was a registered manager in place. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

We met and spoke to all three people during our visit and observed the interaction between them and the staff. People were not able to verbalise their views and staff used other methods of communication, for example sign language or visual choices.

People were safe at the service. People were protected by safe recruitment procedures to help ensure staff were suitable to work with vulnerable people.

Staff confirmed there were sufficient numbers of staff to meet people's needs and support them with activities and trips out.

People's risks were assessed, monitored and supported by staff to help ensure they remained safe. Risk assessments had been completed to help ensure people could retain as much independence as possible.

People received their medicines safely by suitably trained staff.

People received care from staff who had the skills and knowledge required to effectively support them. Staff had completed safeguarding training and the Care Certificate (a nationally recognised training course for staff new to care). Staff confirmed the Care Certificate training looked at and discussed the Equality and Diversity and the Human Right needs of people.

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.

People's healthcare needs were met and their health was monitored by the staff team. People had access to a variety of healthcare professionals.

People's care and support was based on legislation and best practice guidelines, helping to ensure the best outcomes for people. People's legal rights were upheld and consent to care was sought.

Care plans were person centred and held comprehensive details on how people liked their needs to be met, taking into account people's preferences and wishes. Information recorded included people's previous medical and social history and people's cultural, religious and spiritual needs.

People were observed to be treated with kindness and compassion by the staff who valued them. The staff had built strong relationships with the people they cared for. Staff respected people's privacy.

People or their representatives, were involved in decisions about the care and support people received.

The service was responsive to people's individual needs and provided personalised care and support.

People had complex communication needs and these were individually assessed and met. People were able to make choices about their day to day lives.

The provider had a complaints policy in place and the registered manager said any complaints received would be fully investigated and responded to in line with the company's policy.

The registered manager had monitoring systems which enabled them to identify good practices and areas of improvement.

People lived in a service which had been designed and adapted to meet their needs. The service was monitored by the provider to help ensure its ongoing quality and safety of the care people were receiving. The provider's governance framework, helped monitor the management and leadership of the service.