Hallmark Lakeview Luxury Care Home

People's experience of using this service: People received high quality care from consistent staff who knew their needs well. Managers and staff worked well with other professionals to achieve positive outcomes for people in areas including mobility, nutrition and health.

Staff were kind and caring and treated people with respect. People told us they had established good relationships with the staff who supported them and enjoyed their company. People said they enjoyed the friendly, family atmosphere in the home and told us they felt part of a community.

People were supported to maintain good health. Healthcare professionals said staff were receptive to advice and willing to adapt their approaches to meet people's individual needs. The provider had developed and implemented strategies to improve the experience of people living with dementia and to promote hydration.

People's care was tailored to meet their individual needs. Care and support plans were personalised and kept under review. People and their relatives were encouraged to contribute to the development of their care plans.

The home had a strong management team which provided good support to staff and communicated effectively with people, relatives and professionals. People who lived at the home, their families and staff had opportunities to give their views about the service and these were listened to.

People had access to a range of activities, outings and events, including activities tailored to their individual needs. People's friends and families were encouraged to be involved in the life of the home. The home had established links with the local community, such as schools and businesses, and had used these links to promote public understanding of dementia.

There were enough staff on each shift to meet people's needs and keep them safe. The provider's recruitment procedures helped ensure only suitable staff were employed. Staff had the induction, training and support they needed to perform their roles. They understood their roles in keeping people safe from abuse and felt able to speak up about any concerns they had.

Potential risks to people had been assessed and measures put in place to mitigate these. If accidents or

incidents occurred, these were reviewed and action taken to reduce the risk of similar incidents happening again. Medicines were managed safely and staff maintained appropriate standards of hygiene and infection control.

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.

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