HF Trust – Phillippines Close

“We 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.”

“During the assessment visit we spoke with people and joined some people for lunch. We observed staff supporting people and spoke with staff about their roles and understanding of people’s care needs. We telephoned peoples’ relatives to gain their feedback of peoples’ care and treatment.”

“People’s needs were assessed taking account of their communication, personal and health needs. People were supported to ensure they had food which met their preferences and to stay healthy. Staff worked with a range of partners involved in people’s care and monitored people’s health needs. Staff made sure people understood their care and treatment to enable them to give informed consent. Staff involved those important to people to ensure that decisions were made in people’s best interests where they did not have capacity.”

“People were treated with kindness and compassion. One relative told us, “There’s a lot of care and love there.” Staff understood the importance of protecting people’s dignity and treated people as individuals. People had choice in their care and were encouraged to maintain relationships with family and friends.”

“Staff adapted how they provided information to people to help them to understand. People had regular structured opportunities to give feedback about their care. People and relatives were confident to raise complaints and concerns and that they were listened to.”

“Although the manager of the service had not been registered with the CQC, the management team and staff had a shared vision. Staff felt supported and understood their roles and responsibilities. There was a culture of continuous improvement.”