Howard Lodge Care Centre

The provider and registered manager demonstrated exceptional leadership and lead by example, promoting a highly caring and person-centred ethos where people's needs and wishes were placed at the heart of the service. Consequently, the culture within the service was extremely positive. Staff felt listened to and valued, and worked very well together as a cohesive and supportive team.

The level of engagement with people, their relatives and the staff team was excellent. The service listened to people and actively sought feedback to ensure people, relatives and staff were fully included in how the service was run

Staff morale was high and staff told us they loved their jobs. This benefitted people who were supported by a happy, stable workforce who knew them very well. The positive impact of this was summed up by a relative who told us, "Carers walk around with smiles on their faces. That's a great lift for everyone."

We were provided with numerous examples of the kind and caring nature of staff and how the service went the extra mile to meet people's needs and aspirations. Family members told us there was a positive atmosphere at the service and people were encouraged and supported to take part in a range of stimulating and meaningful activities.

The service demonstrated a commitment to providing opportunities for people to continue to do things they had previously enjoyed or try new things. Best practice guidance was consistently applied to support people with dementia to have opportunities for meaningful engagement.

The provider had invested in time and resources to ensure the building and gardens were attractive and well maintained and met the individual needs of the people who lived there. Careful consideration had been given to ensuring the environment was 'dementia-friendly', providing lots of opportunities for stimulation, exploration and reminiscence.

The service had been recognised and won awards for its level of community engagement. Strong links with the community had been forged which provided people with opportunities to feel like valued members of their community and promote their social inclusion.

The provider demonstrated a strong commitment to providing excellent end of life care which considered the support needs of people, their relatives and staff. When people died, care and attention was given to remembering and celebrating their lives with their relatives and staff.

The training staff received was of a very good quality and staff were encouraged to continuously develop their skills and knowledge. People were supported to have as much choice and control over their lives and were supported in the least restrictive way possible. Policies and systems in the service support this practice.

The safety and quality of the service was monitored and assessed consistently. Regular audits on all aspects of the service were completed and improvements were made when needed. The service was creative and innovative looking at different ways they could continuously improve the service and ensure positive outcomes for people.