Avery Lodge Residential Home

The service had failed to rectify identified hot water temperatures that were above safe levels. This was actioned shortly after our inspection. Incidents and accidents had been investigated and appropriate actions taken but the service had no formal mechanism in place to analyse these for trends to mitigate against reoccurrence. The other risks to people, both on an individual basis and as a group, had been identified, assessed and mitigated. People received their medicines as prescribed and there were enough staff to meet people's needs. Processes were in place to help protect people against the risk of abuse.

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. However, documentation regarding these practices needed to be improved. Although the service had made some improvements to the environment, further refurbishment was required, and a plan was in place to achieve this. We have made a recommendation regarding this. People benefitted from receiving support from staff who had been trained and supported and demonstrated the skills required. They worked in partnership with others to ensure people received effective and appropriate care including to meet nutritional and healthcare needs.

People told us they were supported by staff who were caring, patient and listened to them. They felt respected and involved in the care they received. Staff knew people well and used their knowledge of people's histories to form meaningful relationships. People told us staff knew them, and their individual needs, and met those needs to their preference. People's dignity was maintained, and people were encouraged to remain as independent as possible including accessing the community.

People's past lives, and experiences, had been considered when planning care and delivering it. Care plans were person-centred and contained detailed information on people's histories and relationships which

helped staff deliver care individual to each person. People's needs had been regularly reviewed and people important to them had been included in that. Where people had communication needs, these had been met. Although we saw no formal activities going on during our inspection, we saw that staff had time to fully engage with people and that individuals accessed the community or garden and spent time engaged with others. People told us they had no complaints about the service they received however, the service had processes in place should people need to raise concerns. These processes considered the need for a quick resolution and the need for openness, discussion and transparency.

People told us they were happy living in the home and with the care they received. Staff worked well as a team and felt valued, supported and able to contribute ideas. People's views had been sought and they were involved in the running of the service. Relationships had been built with other professionals and this had improved the service people received.