Oak Tree Lodge

Staff received the training and formal support they needed for their role. The service worked in partnership with other professionals and supported people to access appropriate healthcare. People had pleasant dining experiences and enjoyed the food. The environment was comfortably furnished and suitable to meet people's needs.

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

People were always treated with kindness. Feedback was consistently positive from people who used the service and their relatives. Everyone was complimentary about the staff. The service understood when people needed help from their families and were supported to maintain contact. Staff had the right skills to make sure good care principles were followed; they were sensitive and responsive.

Care was usually planned and delivered in a person-centred way. People told us the care they received met their needs and preferences. People had opportunities to engage in a range of activities. Relatives told us they felt listened to and could raise concerns and complaints.

Governance and performance management were not always effective because checks did not always identify learning and secure improvement. Records about people's needs were not always accurate. The service was introducing an electronic care recording system which they felt would improve the care planning process. People who used the service, relatives and staff were very complimentary about the registered manager who had been in post 4 months. We received consistent feedback they were making positive changes and had already made improvements.

The registered manager was responsive to the inspection findings and sent information to show they were

taking action to address shortfalls identified at the inspection.