Lester Hall Apartments

Since the last inspection the provider had made improvements and the service was now able to demonstrate how they were meeting the underpinning principles of Right support, right care, right culture.

Right Support; People received individualised care and support. Guidance and support for staff of how to support people with their routines, preferences and health conditions had improved. People received consistency and continuity from staff who knew them well and were competent and skilled. The use of agency staff had significantly reduced. Safe staff recruitment procedures were in place.

Right Care; People were supported to lead active and fulfilling lives. Improvements had been made to support people with interests, hobbies and activities important to them. Staff were kind, caring and treated people with dignity and respect.

Right Culture; There was a shared commitment to the culture and values of the service. There was a positive team approach and improved oversight and leadership. Feedback from people and staff about the improvements made was consistently positive. There were new and improved effective systems and processes in place to continually review, monitor and improve quality and safety.

Risks were continually assessed, monitored and reviewed. Staff were aware of how to protect people from known risks and worked closely with external health and social care professionals in how risks were managed.

Safeguarding, incident management and opportunities of learning to mitigate risks had improved. People received their medicines safely and when required.

Infection prevention and control practice was in place to minimise the risk and spread of infection. Staff had received required training.

The provider had improved the referral and assessment process. This was robust with senior management oversight, ensuring new admissions were planned for.

People's communication needs had been assessed and planned for, and easy read information was available. People had access to the providers complaint policy.

The provider enabled people, relatives, staff and external professionals to share their experience of the service. Feedback was used to further develop and improve the service.

The staff worked well with external agencies and health and social care professionals, in supporting people with their ongoing care and support needs.