Mill Lodge

Care plans showed people were fully involved in the support they received, and staffing arrangements meant people could be flexible in how they wished to spend their day. The provider's values were embedded within the service meaning people were supported with life skills and seeking job opportunities. People's relatives told us the service achieved positive outcomes for people that had improved the quality of their lives.

Right Care People benefitted from being supported by staff who had been trained, supported and felt valued. Staff had the skills and training to provide person-centred care that met people's needs and placed them at the heart of the care they received. Care plans showed discreet, respectful and dignified care was considered and our observations and discussions with people confirmed this was in place.

The risks to people had been identified, assessed and mitigated and the environment met people's needs. Medicines were administered safely, and people received the health care they needed to keep them well. The service adhered to the Mental Capacity Act 2005 and consent was consistently sought. People's hydration and nutritional needs were met, and people received a varied and nutritious diet of their choosing.

The relatives we spoke with told us the service was well-managed, communicative and effective. They shared examples of how the service had had a positive impact on their family members lives, all describing their family members as happy and fulfilled.

Whilst people received a dedicated, person-centred and meaningful service, the governance systems in place did require some improvement. For example, end of life care needs to be explored with people and they need to ensure consistent recruitment checks are in place. Additionally, audits need to be meaningful and the provider needs better oversight of the service in case of deterioration. Recommendations made by other stakeholders need to be actioned in a more timely manner.

Right Culture The service had a positive, nurturing culture that placed the people who used it at the centre of it. People were encouraged to participate in activities, community events and to seek volunteering opportunities if they so wished. This was achieved by a provider ethos that supported and encouraged this with systems in place to achieve it. Staff told us they felt supported, listened to, valued and able to contribute to the care people received and the success of the service.