Lake View

People felt safe and protected from the risk of harm and abuse. Staff knew people well and were able to notice any changes. Systems were in place to keep people safe. Records showed staff had been trained in safeguarding and told us how they would report any concerns, they were confident these would be dealt with appropriately. Care plans and risk assessments were clear and gave good instructions to staff about how to keep people safe whilst minimising restrictions. Recent risk assessment reviews ensured staff were appropriately deployed. There were enough staff to meet peoples’ needs and staff had been recruited safely. Systems were in place to support staff and make sure they had opportunities to develop their skills and knowledge. Records showed a wide range of training had been completed. Individual accidents and incidents were reviewed and monitored to identify any developing trends that might indicate any changes in support. People’s medicines were looked after and administered safely, and they received them in the way prescribed. Medicines were generally well managed. The registered manager and provider had identified areas for improvement in relation to medicines management. The environment was comfortable and homely. People’s bedrooms were personalised and reflected their preferences. We fed back some issues relating to attention to detail which the registered manager acted on. The provider had a service improvement plan which included refurbishment and decoration.

We saw evidence of regular management meetings and there was an up to date service improvement plan. The provider had invested in comprehensive training and induction for staff to ensure they were confident in meeting peoples’ needs. The providers oversight and scrutiny systems were effective. For example, audits and monitoring was up to date to ensure people were safe. The electronic care planning system was working well with detailed care plans. People's concerns and complaints were well-managed. The provider recognised the importance of learning lessons when things went wrong. The registered manager and nominated individual were keen to continue to improve the service and regularly asked staff, people, relatives and professionals for their thoughts and acted on the outcome of surveys. Staff were clear about their responsibilities and roles and felt supported by the management team. Staff spoke positively about the leadership and culture of the service and felt people were being supported to lead a good quality of life. People told us they were happy living at Lake View and there had been resident, relative and staff meetings to communicate how the service was doing. Staff knew who to contact if they had any concerns. The registered manager was supported by a team at head office and was able to discuss any issues with other South West Care Homes managers. One relative said, “The staff, manager and team have a good attitude to residents, which can be a challenge. They remain calm and respectful. This is one of their main strengths. “