Southlands Residential Home Limited

People were protected and kept safe. Staff understood and managed risks. The facilities and equipment met people’s needs, were clean and well-maintained and any risks mitigated. There were enough staff with the right skills, qualifications and experience. Managers made sure staff received training and regular appraisals to maintain high-quality care. Staff managed medicines safely and involved people in planning any changes.

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 carried out risk assessments and regularly reviewed these.

People received kind and compassionate care. Staff protected and respected people’s privacy and dignity and understood and responded to their individual needs. People’s physical, emotional and social needs were holistically assessed and met. Care and treatment was based on current best practice and delivered in a coordinated way with involvement from other relevant organisations.

There was an open and transparent culture within the management team with a clear focus on providing good care. People and those important to them were involved in planning their care, where possible. The provider had a good learning culture and people could raise concerns. Managers investigated incidents thoroughly.

Staff described a positive and open culture where they felt supported and able to raise concerns or suggestions. The provider had effective quality assurance and governance arrangements, ensuring consistent oversight and high standards of care. Concerns and complaints were managed appropriately. The registered managers reviewed feedback for trends and shared learning across the team to improve service delivery.