Marlborough Lodge

Staff went above and beyond to ensure people's needs and wishes were at the centre of everything they did. There was an extensive and varied range of social activities and opportunities. People's care was very personalised and staff demonstrated an enthusiasm and responsibility to ensure that people's individual needs and outcomes were met. Staff had individual roles and the service appointed a number of care champions who led on specific areas of support.

Staff took positive risks, and thought creatively, to ensure people could do what they wanted to and put strategies in place to overcome any barriers to accessing activities and new opportunities. One relative said, "We've experienced a lot of different placements. (The person) has never been happier anywhere. We are so grateful. We put this down to (the manager). She's a superb manager. They work so well together."

The service applied the principles and values of Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence. The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.

People were safe at the home and protected from the risk of abuse. One relative said, "He is very vulnerable, but staff support him everywhere. I feel perfectly content that he's as safe there as he would be at home."

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 received kind and compassionate care. People's independence was promoted by staff. People were treated with respect and dignity and supported to make decisions about their care. One person said, "They are very kind. They help me here."

The registered manager and provider were well regarded and had a clear vision for the service which was understood by the staff and embedded within their practice. There were effective quality assurance systems in place that were used to drive service improvements. People, their relatives and staff were asked for their feedback about the home and meetings were held regularly. One family member said, "They've got a great bunch of people. The manager and her team are the best it has been. They do a brilliant job."