Carlton Hall Residential Home and Village

The residential care home was in one adapted building, with four units. The units were Main Hall, Granary, Orangery and Courtyard. At the time of our inspection there were 74 people receiving care and support in the residential care home, some people were living with dementia.

For the domiciliary care service, not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. There were 15 people using the personal care service at the time of our inspection.

The environment was suitable and accessible to people who used the service. There were infection control systems in place to reduce risks of cross infection, and staff wore personal protective equipment (PPE) where required. Policies, procedures and risk assessments were in place in relation to infection control and the pandemic. People were supported to have visits from their family and friends.

Staffing levels were kept under review and recruitment was ongoing to reduce the risks of people not receiving the care they needed. Staff recruitment was undertaken safely. People were supported by staff who were trained and supported to meet their 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.

Prior to using the service, people's needs were assessed. These assessments were used to develop care plans and risk assessments for people which identified how their needs were met and risks reduced. There was a range of meaningful social activity provided to reduce the risks of boredom and isolation.

People were supported to access health professionals where required and staff worked with health professionals to achieve good outcomes for people. People received a choice of food and drink to reduce

the risks of malnutrition and dehydration.

There was a complaints procedure in place and complaints were addressed and used to drive improvement. Governance systems, including audits, supported the management team to monitor the service provided and independently identify shortfalls and address them promptly.