Lake View Nursing Home

People were not always supported to have maximum choice and control of their lives and staff did not always support them in the least restrictive way possible and in their best interests; the policies and systems in the service did not always support this practice. Improvements were needed to ensure consistency in quality of the Mental Capacity Act assessments. Some improvements were needed to care plans. Staff received an induction and training. The home was clean and well maintained. People were supported to have a balanced diet. Staff worked well with other professionals.

Staff were kind and caring, and respected people's privacy and dignity. People felt valued and listened to by staff. Relatives generally felt well-informed about their family member and their care needs. People had person-centred care plans and staff knew people's preferences. Activities took place in the home and staff supported people to engage in these or supported people individually. The registered manager wanted people to have access to more activities in the community and told us they planned to achieve this in the future. The provider dealt with complaints in line with their own procedures.

The registered manager was generally felt to be approachable to people, relatives and staff. Staff felt supported and listened to. The registered manager understood their duty of candour. Staff worked in partnership with other professionals and organisations to achieve the best outcomes for the person.