Orchard Lodge Care Home

The provider's end of life care protocols and procedures required review. We found that guidance was not always available for staff, and further training was required. This had been identified by the provider and manager prior to our review, and specialist training had been sourced. The training took place during our inspection timeframe and we will review its effectiveness at the next inspection.

Relatives told us the manager and provider had offered increased communication updates during the COVID-19 pandemic, however, this had not always been received. Relatives also told us they were left with some uncertainty because the provider had not maintained communication following the service being placed in Special Measures. We have fed this back to both the manager and the provider for their review.

We have made a recommendation for the provider to review their medication and end of life procedures and protocols. Additionally, the provider should consider how best to embed general communication methods with relatives.

People told us they felt safe at Orchard Lodge Care Home. Staff completed safeguarding training and had the skills and knowledge to identify and report any concerns should staff become aware of these.

People's needs had been assessed, and we found consent to care and best interests had been explored. Referrals took place for specialist health care reviews, and we received positive feedback surrounding this practice.

People's eating and drinking needs had been assessed and specialist advice and requirements were followed by staff. 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.

Relatives told us staff updated them should the health needs of their relative change, and health professionals said they felt the service was responsive to people's needs.

People were treated as individuals and were shown kindness and respect. People and their relatives were involved in decisions, and care was individualised, and person centred.

A new manager had been appointed by the provider and they were undertaking the registration process with the Care Quality Commission (CQC) to become the registered manager.

Staff, relatives and people told us they knew who to talk to if they had any concerns and felt confident these would be acted upon. Health professionals told us the communication and responsiveness of the manager and staff was very good.

The provider had developed oversight of the service and planned to further improve outcomes for people.

People were supported to have choice and control of their lives.