Lovat House Residential Care

The provider had not ensured staff including agency workers were provided with appropriate training, so they could do their job safely and effectively. Staff had also not received supervisions and appraisals in line with the providers policy in order to support their development. Staff said they felt supported to do their job and could ask the home manager for help when needed.

The provider did not always ensure the maintenance of the premises safety in regards to legionella checks, thermostatic mixing valves and fail-safe checks.

We recommended the provider review their documentation in relation to end of life care and for the provider to ensure they support people to express their views and be involved in making decisions about their care.

People told us they felt safe. Staff understood their responsibilities to raise concerns and report incidents or allegations of abuse. The provider ensured their safeguarding systems were operated effectively to investigate allegations of abuse or neglect. Individual risk assessments were in place meaning staff knew how to provide safe care to people.

The service had an open and transparent way of working to ensure the safety of the people living at the service. Staff knew people they supported well and cared about their wellbeing. People and their relatives said people were treated with care, respect, and kindness by staff. Staff felt they could ask the management team for help when needed.

People were supported with their nutrition and staff worked well with people, families and health and social care agencies to support people's wellbeing.

People's care was individualised in order to best meet their needs and activities were in place to support with stimulation. Care plans were person centred and included the input of the relevant person. There were contingency plans in place to respond to emergencies. The provider had sought feedback from people and families.

Systems were in place for people to raise concerns and they felt they would be listened to. People felt that staff were caring, and regular activities were available for them to take part in if they wished to.

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.