Freda Gunton Lodge Residential Home

The home shares its large gardens with the provider's supported living service and head office. Freda Gunton Lodge has a large lounge and dining room to the ground floor and other smaller communal spaces. The home is serviced by a large laundry and kitchen on the ground floor but also has satellite kitchen facilities to the first floor. The upper floor is accessible by two passenger lifts and stairs.

Consent was routinely acquired from people throughout their day but some more formal consents were missing for the use of monitoring equipment. The provider took immediate action to ensure the appropriate consents were in place. 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. The food was enjoyed by everybody we spoke with and there was a good choice available to meet people's individual needs. Staff had access to comprehensive training covering each aspect of their work, they were also supported to complete relevant professional qualifications. Referrals were made to professional teams when additional support was required.

People's opinion was sought around the service they received. One person told us, "Whenever I am asked what it is like living here, I say excellent, they think of anything we could need before we do, so it is all in place." Choices were available in all aspects of people's lives, we saw there was no dedicated supper time and people received what they wanted to eat, at a time and place of their choosing.

Comprehensive daily records were kept and handovers from shift to shift shared any changes in people's circumstances or needs. There was a diary which included details of appointments and visiting professionals and any action required. These records were reviewed daily by all staff, ensuring they were kept informed of people's changing needs. End of life care was fully embedded with staff taking lead roles to implement the Gold Standards Framework for care of the dying. Staff took pride in the service they delivered and we saw from the thank you cards and compliments received, the support was greatly appreciated by family members. When complaints were received they were responded to and steps were taken to change practice if this was required to meet people's preferences.

Monitoring tools were used to determine if paperwork was completed correctly, lessons were learnt from concerns and the service was delivered in line with people's expectations. However, these did not always identify where action was required. The provider's area team were completing audits on the service delivered, this allowed the provider to understand if the service delivered met the aims and objectives of the provider group. Staff all enjoyed working for the provider and at the home. They felt valued, showed pride in the work they did and the positive impact they had on people's lives in the home.