Milford Del Support Agency

“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. We found there was overwhelming evidence that the core values of choice, promotion of independence and community inclusion were at the centre of people's day-to-day support.”

“The provider had a positive learning culture where people could raise concerns and feel confident, they would be heard. The management team investigated incidents thoroughly to learn and improve outcomes for people. People were supported to live fulfilled lives and take positive risks. Staff understood their safeguarding responsibilities to ensure people were protected from abuse.”

“There was a genuine person-centred culture, where staff displayed empathy and worked with people and their family members to understand how best to support them. The attitude and knowledge of staff and management clearly had a positive impact on people and their families.”

“There was a strong emphasis on continuity of care to maximise the opportunities for people. Training and guidance for families was provided free of charge to assist with their understanding and to support their relative to have continuity of care. People were provided with core staff teams to help provide them with continuity of care and develop trusting relationships.”

“People were supported by staff who were highly skilled, and knowledgeable in caring for people with additional needs. Staff were skilled in helping people to express their views and communicated with them in ways they could understand.”

“Staff understood and followed the principles of the Mental Capacity Act 2005 (MCA) and were aware of people's rights to refuse care. The management team and staff worked to ensure that people's choices and wishes were respected.”