43 Station Road

“We assessed the service against the Right Support, Right Care, Right Culture guidance. The provider was not consistently working in line with this guidance. Staff were not aware of the guidance, and people’s needs, preferences, aspirations and outcomes were not routinely reviewed in accordance with its principles. This limited people’s opportunity to live an ordinary life and be supported in ways that reflected their individual choices and goals.”

“People were not consistently supported to manage identified risks, including risks associated with food and drink. Although support plans contained detailed information, guidance was not always followed, placing people at risk.”

“Oversight systems were not effective. Managers did not ensure audit processes were robust enough to identify and respond to concerns, including those relating to medicine storage temperatures. However, managers took prompt action to address these issues when they were raised during the assessment.”

“Support plans contained guidance on non‑verbal communication and confirming people’s choices. However, staff did not consistently use these methods, and some records did not reflect respectful language.”

“The service was supported by a new leadership team who had taken action to stabilise the service and address issues that had not been effectively managed previously. While leaders demonstrated a clear understanding of person‑centred care and spoke positively about plans to improve the service, improvements were not yet embedded, and governance arrangements had not assured sustained compliance.”

“Leaders and managers were approachable and promoted an inclusive culture aligned with the provider’s values.”