Lilac Lodge & Lavender Cottage

At the last inspection on 2 February 2016, we asked the provider to take action to make improvements (for example to staffing levels), and this action has been completed.

People and their relatives told us they felt safe living in the service. Improvements had been made so that risks to people were appropriately planned for and managed. Medicines were managed, stored and administered safely.

People told us there were enough competent staff to provide them with support when they needed it. We observed that improvements had been made to the numbers of staff available to support people.

Staff had received appropriate training, support and development to carry out their role effectively. Staff were given opportunities to feedback their views on the service and make suggestions.

People received appropriate support to maintain healthy nutrition and hydration.

The service was meeting the requirements of the Deprivation of Liberty Safeguards (DoLs). People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People told us staff treated them with kindness and upheld their right to dignity and respect. This was confirmed by our observations. People and their relatives were given the opportunity to feed back on the service and their views were acted on.

Staff knew people individually and were aware of their preferences. Further personalisation of new care records being implemented is required.

People were given appropriate support and encouragement to access meaningful activities and follow their individual interests. Improvements to the provision of activities were being made.

People and their relatives told us they knew how to complain and were confident they would be listened to if they wished to make a complaint.

The manager and senior management team worked hard to create an open, transparent and inclusive atmosphere within the service. People, relatives and staff were invited to take part in discussions around shaping the future of the service.

There was a robust quality assurance system in place and shortfalls identified were promptly acted on to improve the service.

Further information is in the detailed findings below.

The five questions we ask about services and what we found