Flexible Support Options Ltd, Shiremoor Farm House

“We found the service was meeting the underpinning principles of Right support, Right care, Right culture. The culture of the service was friendly, open and transparent where people's and staff voices were listened to in order to continually improve the quality of care. Systems were in place to provide safe, effective care and person-centred support to people. People were supported to express their views and opinions in various ways. People had different ways of communicating and staff understood how best to share information for people to make their own choices and decisions. The service supported people to participate in numerous activities, holidays and interests which enhanced their quality of life. The provider, registered manager and staff team were passionate about people's well-being and went above and beyond to help people achieve their goals and aspirations by building their confidence and breaking down barriers to increase independence.”

“Relatives and professionals described how people received excellent personalised care and support that was tailored to people’s needs and preferences. There were sufficient numbers of trained staff who worked well with other professionals to ensure people's needs were met. Detailed records provided guidance to ensure people received safe, enabling and person-centred care. Information was accessible to involve people in decision making about their lives.”

“Processes were in place to assess risks associated with people’s care and their home environment. People were protected and kept safe. The service had a good learning culture and people could raise concerns. Managers investigated incidents thoroughly. Managers made sure staff received training and regular appraisals to maintain high-quality care. Staff managed medicines well and involved people in planning any changes. Effective systems were in place to monitor the quality and safety of the service. Staff and leaders demonstrated a listening culture and were open to learning and improvements.”