Phoenix Lodge

People's experience of using the service and what we found The provider did not fully ensure effective governance and oversight of the service for the quality and safety of people's care and timely service improvement when needed.

Arrangements for staffing and risk management strategies to monitor, report and analyse people's safety were not always sufficient to consistently ensure people achieved the best outcomes.

Staff knew how to recognise and report abuse but were not always confident to do so. When things had gone wrong, the incident reporting and review process did not always identify how to prevent the same thing happening again.

Staff generally understood people's care needs, individual characteristics and daily living preferences, which they followed. People's related care plans and their needs assessments were not always accurately maintained to fully inform people's care. Some improvements actions were in progress to help rectify this.

The provider's arrangements for people's medicines and prevention and control of infection at the service helped to ensure people's safety.

People were generally happy living at the service and relatives felt people were safe and comfortable there. Staff, people and relatives were often engaged and consulted to help inform or improve people's care.

The provider worked in partnership with relevant authorities and external care professionals to help enhance and inform people's care, independence and equipment needs.

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right support, right care, right culture is the guidance CQC follows to make assessments and judgements about services providing support to people with a learning disability and/or autistic people.

The service was able to demonstrate how they were meeting some of the underpinning principles of Right support, right care, right culture. People had choice, control and independence and their privacy, dignity and human rights were promoted.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk