Lever Edge Care Home

People and relatives felt staff had the necessary skills and knowledge to carry out their roles. Staff completed a mixture of online and classroom-based training sessions, received regular supervisions and an annual appraisal. 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. People's health and welfare needs were being met, with access to professionals as required. Equipment was in place to support people to stay well. Referrals had been made timely to professionals when any issues had been noted or concerns raised. People spoke positively about food and drinks provided, with choices available at each mealtime, along with snacks should they want them.

Staff were described as kind, caring and supportive. A relative told us, "The care mum gets is fantastic. We are very, very grateful that she is safe, loved and being looked after.'' People were treated with dignity and respect and encouraged to do as much for themselves as they could.

Care files provided information about people's life history, likes, dislikes and how they wanted to be cared for. People and relatives had been involved in the care planning process and updated about any required changes. Peoples' social and recreational needs were met through a weekly activities programme, facilitated by activity co-ordinators and staff members. The complaints process was clearly displayed within the home, people told us they knew how to raise concerns, but had not needed to.

The home used a range of systems and processes to monitor the quality and effectiveness of the service provided. Actions had been identified and added to the home's improvement plan, which was regularly reviewed. Staff spoke positively about the management team and the support they provided. People and

relatives were also complimentary. One relative stated, "[Registered manager] is very approachable and level headed; they listen to everything which is extremely important."