Mill House & Cottages

The premises were maintained to a good standard. Extensive refurbishment had taken place to improve the internal and external surroundings, maintaining the safety of those who reside within the setting.

The management of medicines had improved since our last inspection. Care plans in relation to covert medicines and as and when required (PRN) medicines had been reviewed to ensure people received their medicines in a safe and personalised way.

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.

Staff supported people in a confident, competent manner. Training and development had improved since our last visit, enabling staff to develop skills to improve the support offered.

People were well supported at mealtimes. Staff engaged positively at these times and ensured people were given choice, appropriate equipment and support to enjoy their meal. People told us they enjoyed the food offered. One relative told us, "There is a fruit bowl and biscuits, if you need a snack and the cook is very good. Proper food".

Staff were kind, caring and promoted people's dignity. Staff understood the importance of treating people with respect and ensured they did this. People were observed to have good relationships with the staff team.

Care plans and risk assessments had been personalised and gave clear direction for staff to follow. These documents had been regularly reviewed and gave an accurate representation of individuals support needs and wishes. People were able to engage in activities and staff made time to engage and interact. Complaints were responded to quickly, and learning used to improve the quality of service.

The provider and manager had implemented a comprehensive service improvement plan, people and their relatives told us that the service had improved greatly. The manager provided staff with leadership and was visible and approachable, with a hands-on approach to modelling best practice working alongside staff supporting people. Staff were motivated and enjoyed strong team work, they commented to us positively on improvements made.