Elizabethlodge

The home followed appropriate recruitment practices and ensured staff were properly checked before they began working at the home. Accident and incidents were reported, recorded and analysed with lessons learnt shared with staff to prevent reoccurrences.

Staff were kind, understanding, and compassionate. People had good relationships with staff. People were supported by staff who knew people's personal and individual needs well. Care was personalised with people's communication needs being met.

Staff were enthusiastic and happy in their work. They felt supported within their roles. Staff described working together as a team, they provided person-centred care and helped people to achieve their potential.

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.

Management had kept in touch with local health protection agencies and kept up to date with government guidance on COVID-19. Updated guidance had been cascaded to staff when needed. People, relatives and staff had received communications throughout COVID-19 on changes and guidance for visiting, PPE and testing. Staff were testing regularly for COVID-19 as per the government guidance.

The service was well-led. Leaders were visible and accessible. There was a culture of openness, inclusion and person-centred care practises. There were systems in place to monitor the quality of care people received. The provider acted on their findings to improve the quality of care.