Charlotte Grange Care Home

Staff safeguarded people from abuse. Risks to individuals and the environment were well managed. There were enough staff to meet people's needs. The provider learned from accidents and incidents to mitigate future risks. Medicines were safely managed. Infection control processes were embedded into the service and staff followed government guidance in relation to infection control and prevention practices. People told us, "They clean my room regularly" and, "Oh yes (clean). They are very good, every day I go into the lounge, it's spotless."

People's needs were assessed before they moved into the home and on an ongoing basis. Staff were suitably trained and received regular supervisions. People were supported with their nutritional needs and to access a range of health care professionals. People were supported to have maximum choice and control of their lives, and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice.

People were well supported and cared for. Staff treated people with respect and supported them in a dignified manner and in line with their wishes. People were supported to follow their chosen faith. A person told us, "I had communion here yesterday. The priest comes from St Josephs."

People received person-centred care and care plans detailed how they wished to be supported. Staff knew how to effectively communicate with people and communication methods were detailed in care records. People and relatives knew how to raise concerns and any complaints received were fully investigated and actioned. People enjoyed a wide range of activities inside the home and accessed the local community.

The home was well managed. People and relatives were complimentary about the home, staff and care people received. The provider had an effective quality assurance process in place which included regular audits. People, relatives and staff were regularly consulted about the quality of the service through regular communication, surveys, meetings and reviews. The provider worked collaboratively with the assigned GP practice. A health professional who visits the home weekly to check on people said, "Charlotte Grange is a very engaging home. They have embraced this process from day one. The care plans and staff are really good and I have a good relationship with the staff and manager."

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