Fotherby House

People were treated with dignity and respect in a way that truly valued them as individuals. The staff and the management team were passionate about providing people with support that was based on their individual needs and wishes. As a result, their care was tailored to meet their exact needs. The registered manager and all staff, whatever their position, were always prepared to go over and above their roles to ensure people received the care they needed and to live full and meaningful lives.

The registered manager and staff strived for excellence and it was clear from the feedback we received from people and their relatives and our observations, that staff worked tirelessly as a team to ensure people were cared for on both a physical and emotional level.

The registered provider, registered manager and staff put people at the centre of everything they did. People were encouraged to be involved in the running of the home and to voice their opinions on the way their care was being delivered to them.

People were supported to make decisions for themselves about how they spent their time and were offered choices about the range of food and drinks provided. 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. Where people were unable to make a decision about whether they wished to live at the home their rights had been protected under the Mental Capacity Act 2005.

People were supported by staff who were recruited safely and who received the training and support necessary to provide safe care. Staff knew about the actions they would need to take in order to keep people safe from abuse. This included how to appropriately escalate and report concerns for people's safety. There were enough staff to ensure people received their care in a timely manner.

Risks to people had been identified and care plans contained all the information staff would need to provide safe individualised care to people. Care plans has been reviewed and updated when people's needs had altered.

The environment had been set out to support the independence of all of the people who lived at the home, including those living with dementia. The home was well maintained and supported people's well-being.

The provider's policies and procedures reflected best practice guidance and staff knew about and worked in line with the policies. Medicines were safely managed and effective infection control processes were in place.

The registered provider and registered manager had clear systems in place to monitor the quality of care provided. They had built strong ties with the local community. The home was consistently well managed by a registered provider and registered manager who worked closely together with staff as 'one team' and demonstrated strong values, leading by example and maintaining an open, inclusive and caring culture.