Charnwood Country Residence

People's experience of using this service: The provider continues to provide an outstanding service for people. The provider and management team were extremely good at planning and delivering care that was tailored to people's individual needs and preferences. Care plans and transition programmes for moving into the service were developed for people, which were very comprehensive and met their needs in a truly personalised way. There was a thoughtful and inclusive approach to organising interesting and meaningful occupations and activities for people, which enhanced the quality of their lives. The provider employed a physiotherapist to support people enhance their mobility and an Admiral Nurse (who specialises in dementia care) to provide support and guidance to people living with dementia.

The provider had exceptional leadership qualities and had developed a culture of continual improvement and learning to ensure people received a quality service. The provider has six services; five have been rated Outstanding by the Care Quality Commission (CQC) and one rated Good. The provider developed creative and positive learning experiences for staff, which enhanced their skills and encouraged them to have a thoughtful approach when supporting people. There was a supportive organisational structure and excellent monitoring systems to ensure the provider and senior management knew what was happening in the service. There was a registered manager but due to specific circumstances, a new manager had been appointed and was completing a transition period with the support from the provider.

Staff had developed very positive and meaningful relationships with people. The care provided was compassionate and sensitive to people's diverse needs. People were respected, were included in decisions and their privacy and independence maintained to a high standard.

People felt safe and could raise concerns. The staff team knew the action to take to safeguard people from the risk of harm and abuse. They supported people to take managed risks and enabled them to live the lifestyle of their choosing. Staff were recruited safely and deployed in sufficient numbers to meet people's needs.

People's health and nutritional needs were proactively met. They were supported to take their medicines as prescribed and had access to health professionals when required. The menus provided people with a nutritious and healthy diet, whilst still ensuring there were treats and snacks in-between meals. The provider ensured they worked within mental capacity legislation when people had been assessed as lacking capacity to make their own decisions. When they were able, people were supported to make their own decisions about the care they received. Staff had a good understanding of consent and gave examples of how they obtained this before carrying out care tasks.

Staff received training, supervision and support that helped them to feel confident when supporting people. The environment was very clean and tidy and was suitable for people's needs.

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