Riverside House

The provider for the service changed to Westmorland and Furness Council following the local government reorganisation and creation of Cumberland Council and Westmorland and Furness Council. The service was previously carried on by Cumbria County Council.

People's experience of the service and what we found: People were safe and protected from abuse. Risks to people's safety had been identified and managed. There were enough staff to support people. Staff gave people the support they needed to take their medicines safely. Staff were trained in infection prevention and control procedures to protect people from the risk of infection. The registered manager ensured lessons were learned from any incidents to further improve the safety of the service.

People's needs were assessed to ensure the service was able to provide the support they needed. Staff were trained and skilled to provide good-quality care. People were included in planning the meals provided and received support, as they needed, to enjoy their meals and drinks. People were supported to access healthcare services and to maintain good health. The registered manager and staff were aware of their responsibilities under the Mental Capacity Act 2005. 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.

Staff treated people in a respectful and caring way. They gave people time and guidance to carry out tasks themselves to maintain their independence. Staff knew how people communicated. They gave people information and support to make and express choices about their care. Staff respected the decisions people made about their lives and support.

People, and those who knew them well, were included in planning their support. People enjoyed a range of activities and were able to receive visitors as they wished. People were supported to maintain relationships that were important to them. The provider had a procedure for responding to complaints about the service.

People received person-centred care that met their needs. The registered manager had developed an open and inclusive culture in the service. They understood their responsibilities under the duty of candour and were open with people when incidents occurred in the home. The registered manager and staff were committed to the continuous improvement of the service. They assessed the quality and safety of the service to identify how it could be further improved to promote positive outcomes for people. Staff worked in partnership with other services to ensure people consistently received care that met their needs.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk