Oakview Lodge

People's experience of using the service and what we found. People's care was personalised to reflect their individual needs and preferences. People's care plans did not always consistently provide enough information of identified risks or guidance for staff to safely manage them. Daily monitoring of risks to people's health were not always completed such as weekly weighing and ensuring pressure mattresses were correctly set.

Staff understood how to raise concerns and knew what to do to safeguard people. Lessons were learnt when things went wrong but further improvement was needed to ensure the outcomes of safeguarding incidents were shared. Staff reflections around clinical care required improvement to embed learning across the clinical team.

People enjoyed the meals provided; however, improvements were required to ensure the dining experience was positive. At times some people who required assistance with eating did not receive this in a timely manner.

There were sufficient numbers of staff available, however, improvements were needed around the deployment of staff, particularly during busy periods.

The quality auditing systems in place were not always effective at identifying areas for improvement. The systems had not identified the improvements identified at this inspection.

People medicines were managed safely, and people received these as the prescriber intended. Effective arrangements were in place to ensure recruitment checks on staff were safe. People were cared for in a clean, hygienic environment and systems were in place to minimise the risk of infections.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way and in their best interests; the policies and systems in the service supported this practice.

Staff provided care in a sensitive and caring manner, putting people's choices and preferences at the centre. People were supported to maintain relationships, form new friendships, and pursue their own hobbies and interests. Staff were passionate about enabling people to retain their independence and autonomy.

People and relatives felt able to raise concerns or complaints and were confident they would be listened to.

People were cared for and supported by staff who had received appropriate training.

We received positive feedback on the service and the management team. People were involved in discussions about the day to day running of the service and were kept informed of developments. The management team acknowledged when things went wrong and worked with people and partner agencies in an open and transparent manner.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk