Welcome House - Ruby Lodge

People's needs were assessed; risks relating to their mental and physical health were frequently reviewed and care records updated following changes or professional advice. Accidents and incidents were analysed, patterns were identified and investigated to lessen the risk of reoccurrence. Risks were mitigated as staff knew people well, detailed documentation guided staff to support people to recognise when they may experience a relapse in their mental health. People told us they felt settled and supported by staff.

People were supported by enough staff who were suitably trained and skilled to meet their needs. Staff administered medicines to people safely and encouraged people to follow professional advice. One person told us, "I have lost some weight, I have stopped eating cakes, sugar, sweets and chocolates. I am really trying. My psychiatrist said to lose weight, my medication makes me put on weight."

People were protected from the risks of COVID-19 and other infections. Staff wore appropriate personal protective equipment (PPE) and followed the provider's infection prevention and control policy. People told us they were able to go out and see friends and family or they were welcomed to go into the service for visits.

People knew the registered manager and staff well; most had worked at the service for many years. The registered manager told us about a positive outcome following a person's mental health relapse. They said, "The way you communicate with your clients is important, they listen, and they open up. Our good relationship helped [person] recover."

People were empowered to make decisions and were asked for their opinions on the service. House meetings, keyworker meetings and informal discussions were held for people to express their views. People and staff told us they felt able to approach the registered manager with ideas. One person told us, "We all get our say about things here, like what we eat and how we want things done." A staff member said, "The service users are treated well, they are given respect and choices. Anything they want, staff do what they can to make sure they have independence."

People were appropriately referred where professional advice was needed. The registered manager and staff worked closely with professionals to improve people's care, safety and well-being. One health care professional told us, "I have never had any issues with the service, all of the staff have been approachable and happy to help. They provide the support we ask them to provide. It seems calm and clean, never had any issues."

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.