Benkhill Lodge

People were well cared for by a long-standing staff team who worked well together and with other healthcare professionals. People felt safe and were able to raise concerns which were acted on in a professional and timely manner. Meals were varied and seasonal and people were offered choice. Clinical outcomes were monitored and referrals made to external professionals when needed.

The environment had recently been redecorated and people, staff and relatives all told us that this had made a big difference to the appearance of the home. The home was clean and tidy throughout and staff used and disposed of personal protective equipment appropriately.

People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and were encouraged to maintain relationships with family and friends. Staff responded to people in a timely way. The provider supported staff wellbeing.

Staff communicated with people in a way that they could understand. People knew how to give feedback and were confident the provider took this seriously and acted on it. Care plans did not always evidence that people were involved in planning their care and were not always reviewed in a timely manner. More work needed to be done to improve the quality of care plans.

Medicines were not always stored and documented as required and in line with best practice. We raised these issues with the manager, who immediately reviewed their auditing processes to address shortfalls.

Leaders and staff had a shared vision and culture based on listening, learning and trust. Leaders were visible, knowledgeable and supportive, helping staff develop in their roles. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. People with protected characteristics felt supported. Staff understood their roles and responsibilities. There was a culture of continuous improvement with staff encouraged to put forward ideas. The provider had not completed regular audits of the service in relation to health and safety and infection prevention and control, but there was oversight of these from leaders at the service. The system used to provide oversight of staff training was overcomplicated and not effective, the provider was aware of its shortfalls and working to address this.