Kensington Lodge

People's health risks were not consistently assessed and managed safely. Some assessments were inaccurate, for example, where people had experienced weight loss, associated assessment tools were not always consistent with this. Despite the inaccuracies, care plans were detailed, reflected people's needs and guided staff on how to safely support them. People told us they felt safe and were comfortable to speak with staff or the registered manager if they had any worries or concerns. One relative told us, "I'm thankful to all of them. She's safe and she's adjusted to being there. They've made a great effort with her." Staff received safeguarding training and understood their duty on how to prevent and report potential concerns of abuse.

People received their medicines by staff who were trained and competent to administer them safely. People and their relatives were aware of any changes to their medicines. One relative told us, "It's good and [registered manager] keeps us up to date." People were protected from the risk of infection such as, the COVID-19 pandemic. Staff followed policies to keep people safe, wore personal protective equipment (PPE) and practised good hand hygiene. The registered manager told us they would review their policy of the continued use of face masks to reflect current government guidance.

People were supported by enough staff who knew them well. Staff were recruited safely and received training relevant to their role. People were complimentary of the care staff. One person told us, "I talk to them a lot. I know them." A relative commented, "They've got to know [person] and me. They make an effort to chat. I have a good relationship with them. If I'm not able to go in, they ring and tell me how my relative

has been. They're lovely."

People and their relatives were involved in planning their care and were given opportunities to give feedback on the service. People, their relatives and staff told us they felt comfortable to make suggestions, they were confident the management team would deal with any ideas or problems. Relatives told us staff and management kept them up to date with changes to their loved ones. One relative said, "The way they communicate with me, with the families. They make you feel very comfortable so you can talk freely with them."

Staff and the management team worked closely with health and social care professionals to improve people's care, safety and well-being. One visiting health care professional told us, "When I have asked them to review something they have always followed my instructions. Staff seem caring, I haven't had any concerns."

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.