King's Lodge Centre for Complex Care

The quality of care plans had improved since our last inspection. People's care plans were detailed and personalised. They contained clear guidance for staff about how to provide people's care according to their individual needs and preferences.

Risks to people were effectively identified and mitigated, which had improved outcomes for people. Learning took place if adverse events occurred. Incidents were reviewed to identify any actions that could reduce the risk of a similar incident happening again.

People were protected by the provider's recruitment procedures. Staff understood their role in protecting people from abuse and knew how to report any concerns they had. People's medicines were managed safely.

Additional infection control measures had been implemented to protect people and staff during the pandemic. These measures included the use of appropriate personal protective equipment (PPE), more frequent cleaning of the home and ensuring staff were up to date with guidance about infection control.

Staff had the skills and training they needed to provide people's care. All staff had an induction when they started work and access to regular supervision. The manager and clinical lead helped staff keep up to date with best practice and any changes to guidance about the delivery of care.

People said they enjoyed the food at the home and could make choices about what they ate. The menu was changed regularly and people were asked for suggestions for future menus. People with specific dietary needs were referred to relevant healthcare professionals for assessment and any subsequent guidance followed by staff.

The manager and senior staff team had implemented effective quality monitoring systems. Regular audits helped ensure people received safe and effective care. Communication of important information amongst the staff team had improved. Staff were given daily updates about people's needs and any changes to their

care.

The culture amongst the staff team was positive and mutually supportive. Staff felt valued for the work they did and told us they were well supported by the manager and senior staff team.

People told us they had opportunities to give feedback about the home and the support they received. They said staff listened to and acted upon what they had to say. People told us they could speak with the registered manager or a senior member of staff if they wished.

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.