The Mallards

Accommodation is provided over the ground and first floors with various lounges a dining room and an accessible garden.

Staff received training in relation to the safe administration of medicines and their competencies were checked to ensure safe practice. Infection control measures were robustly followed, and staff had access to sufficient PPE.

People's care needs were assessed before they went to live at the service, to ensure their needs could be fully met. Staff received an induction when they first commenced work at the service and ongoing training that enabled them to have the skills and knowledge to provide effective care.

People were supported to eat and drink enough, and people told us they enjoyed the meals provided. Staff supported people to live healthier lives and access healthcare services.

The premises was homely and adapted to meet the needs of people using the service.

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.

Staff provided care and support in a very caring and meaningful way. They knew people well and had built up kind and compassionate relationships with them. People and relatives, where appropriate, were involved in the planning of their care and support. People's privacy and dignity was maintained at all times.

An activities programme was in place, and care plans were personalised to each individual detailing their likes, dislikes, and personal preferences. A complaints system was in place and was used effectively.

The service was well managed. People, relatives, and staff were very positive about the leadership of the service and praised the management team. There were systems in place to monitor the quality of the service; actions were taken, and improvements were made when required. Staff felt well supported and said

the registered manager was open and approachable. The service worked in partnership with outside agencies.