Maple Lodge

We assessed 8 quality statements under the safe key question, identifying both good practices and areas of improvement. The overall rating for this key question is good. People told us they felt safe, this was reflected in feedback from relatives. Risks relating to people were assessed and bespoke plans were developed to meet people’s care and social needs. When changes occurred, plans were updated, feedback from relatives indicated they were involved and kept up to date with any events and changes to people’s care. Recruitment checks were undertaken and staff completed training prior to providing care to people. Staff spoke positively about the training they received. Processes where in place to review events that occurred across the service, this included analysis of themes to make improvements. The provider made referrals to external bodies when required, this included reporting statutory notifications to CQC. The environment was tidy. However, we identified areas of improvements were required in some parts of the home and cleanliness and wear on some equipment. Where found areas of the home environment required refreshing, the provider had already identified this as an area of improvement and work had begun. People were supported with medicines. However, we identified areas for improvement in relation to guidance for staff about people’s ‘as required’ medicines and labelling of some creams and topical lotions. The registered manager was proactive in addressing the issues we identified and immediately actioned the necessary improvements.

We assessed 6 quality statements under the effective key question, identifying both areas of good practice. The overall rating for this key question is good. People’s care needs were assessed prior to moving to Maple Lodge. People and their relatives confirmed they participated in the development of care plans, this included regular reviews. Care plans identified aspects of people’s care which required evidence-based care and treatment to be followed. Staff worked effectively as a team and this was evident in feedback we received from relatives.

We assessed 5 quality statements under the caring key question, identifying both areas of good practice. The overall rating for this key question is good. Care plans were in place which included information about people’s life history, bedrooms were personalised and reflected people’s interests and hobbies. Feedback from people and their relatives was positive about staff and the care they provided to people. Staff communicated well and kept them informed. We observed, positive, friendly, and respectful interactions between people and staff.

We assessed 7 quality statements under the responsive key question, identifying both areas of good practice. The overall rating for this key question is good. Feedback was positive about the way people felt listened to, were treated and the care they received. The provider had an inclusive culture. People and relatives told us care was coordinated. People and relatives told us Maple Lodge staff worked well with other external agencies and staff kept relatives updated of events. Systems were in place to seek feedback from people and staff, we saw evidence actions were taken following feedback given.

We assessed 7 quality statements under the well-led key question, identifying both areas of good practice and areas of improvement. The overall rating for this key question is good. While audits and checks were in place, they did not identify all failings found during our assessment, including issues with medicines management, cleanliness of kitchen and equipment. The management team immediately took actions to address these concerns. People, relatives and staff described the registered manager as approachable and accessible to discuss queries or concerns. The provider worked with other agencies, this included regular meetings to monitor the health of people and ensure people’s care needs were met. We received some feedback about previous issues with consistency and communication. However, the current registered manager was making the necessary improvements in those areas. Relatives and staff told us there were regular opportunities to provide feedback on the service and the management.