Mayfair Lodge

People's medicines were managed safely. The provider undertook assessments of staff practice to satisfy themselves that staff were competent to safely administer medicines. The home was clean and welcoming. Staff had received infection control training and protective clothing including gloves and aprons was available to them.

People's needs and preferences had been individually assessed and were kept under constant review. People and their relatives told us the care and support provided met people's needs. Staff received training necessary for their roles and felt fully supported by the management team.

People enjoyed the food provided for them. People accessed healthcare services as needed. 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.

People were supported by an established staff team who knew them well. Staff treated people with respect and dignity. People were fully involved in their care as much as they could be. People's right to privacy and confidentiality was respected and integral to the ethos of the home.

People received care and support in a way that was flexible and responsive to their individual needs. People were encouraged and supported to be part of the local community they lived in. Opportunities for engagement were routinely brought into the home for people to enjoy. Relatives and other visitors were welcomed into the home at any time. The provider had an effective policy and procedure to support people to raise complaints. The provider and staff team were very clear that Mayfair Lodge was people's own home and they would be supported to stay in their own home should their health deteriorate.

The management and staff team demonstrated a clear culture of ensuring people and their needs were a priority. Staff enjoyed working at the home, they felt supported and involved. The management team was available for the staff to call on at any time if they needed advice or guidance. Quality assurance processes such as audits were in place to help ensure the provider's standards were upheld. Systems had been

developed to enable people, their relatives and external professionals to contribute their feedback about the way the service operated. The registered manager kept themselves up to date with changes in legislation and practice.