Amberley Lodge Care Home

Quality assurance processes were not always robust to ensure effective managerial oversight of monitoring systems. Audits of care records carried out by the management team had not always identified some inconsistencies in people's care records. The registered manager rectified the discrepancies during the inspection and told us their plans to further monitor records. Other quality assurance processes were effective in identifying areas for improvement. The management team worked in partnership with professionals to continually learn and develop the service.

People's health risks were assessed and managed safely. Where people required support with equipment to move and position, staff followed care plans to ensure they were assisted safely. Some people were at risk of choking, risk assessments and care plans detailed how staff should support them with their meals. Professional advice had been followed for people who were assessed to receive a modified diet, for example, pureed food. We observed people being served meals at the correct consistency and staff assisted them in line with their care plan.

People told us they felt safe, their relatives said they felt comfortable to speak with staff or management if they had any worries or concerns. One relative told us, "I feel [person] is safe. I have not had a concern." Staff received safeguarding training and understood their duty on how to prevent and report potential abuse.

People and their relatives gave positive feedback about the staff. One relative said, "The girls make you feel comfortable, nothing is too much trouble." One person told us, "They are nice people here, the staff are nice people."

People's relatives said they were involved in planning their loved one's care including life histories for staff to learn about people. One relative told us, "They asked me to bring in photos and were interested in who's who in the family so they can chat to [person] about them. They were interested in finding out about their history. They have really tried to get to know my relative."

People, their relatives and staff told us they felt comfortable to make suggestions or complain if needed,

they were confident the management team would deal with any problems. Relatives told us staff and management kept them up to date with changes to their loved ones. One relative said, "I would thoroughly recommend it to any of my friends. I find it excellent. It's a very good place to care for people with dementia."

Staff and the management team worked closely with health and social care professionals to improve people's care, safety and well-being. Professionals spoke highly of the service. Comments included, "They have lovely care workers there, in [registered manager's] absence they will contact me too. They are cooperative." And, "Staff are very caring, I have met everybody now, I have no concerns, nothing to raise a red flag for me."

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.