Friars Lodge

People received safe care and they were protected from harm. Staff knew how to identify and report concerns. Potential risks to people's health and wellbeing were managed well. Staff were recruited safely and there were enough staff to provide safe care. People were supported to take their medicines safely. Lessons were learnt from incidents to prevent recurrence. Staff had the right equipment and skills to prevent the spread of infections.

Staff were trained well to meet people's needs. Their competence to support people well was regularly assessed. People were supported to have enough to eat and drink. Staff supported people to access healthcare services when required. This helped people to maintain their health and well-being.

Staff were respectful in how they interacted with people and supported them. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice.

People received personalised care to meet their needs. Care plans contained enough information about people's needs and this guided staff on how to support people well. Complaints were followed up and improvements made when required. Staff had records of people's wishes about how they wanted to be supported at the end of their lives.

The provider had systems to assess and monitor the quality of the service. The registered manager and staff were motivated to provide the best service they could for people and their relatives. They were keen to learn and take steps to further improve the service.