Lake View Manor

At our last inspection we rated the service Good overall. At this inspection we found the evidence continued to support the rating of Good and there was no evidence or information from our inspection and on-going monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

We found the service had improved their rating to Outstanding in the key question: Is the service responsive? by demonstrating they provided highly flexible support that was tailored to meet people's individual needs and preferences.

Lake View Manor is a 'care home'. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. The Care Quality Commission (CQC) regulates both the premises and the care provided, and both were looked at during this inspection.

The service accommodates a maximum of 26 older people, some of whom may be living with dementia. It is located in Pearson Park, a residential area to the north of the city of Hull. At the time of our inspection 23 people were living at the service.

The service had a registered manager who is also the registered provider. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People received care and support that was extremely responsive to their individual needs and preferences. The staff were motivated and committed to provide people with personalised experiences.

Staff worked collaboratively with other professionals to ensure people received care that enabled them to live as full a life as possible, particularly where their skills had deteriorated. A healthcare professional spoke highly of the service provided.

We saw examples where staff and the management had gone that extra mile to support people to grow in confidence and regain as much independence as possible.

The registered manager and staff looked for original ways to ensure people's needs were met, which ensured any obstacles were overcome when possible. The management team and staff were very proud of the support they provided and the positive outcomes that people had achieved.

People felt safe at the service and staff and the registered manager were aware of their responsibilities for

ensuring that people were kept safe. Risks were assessed and managed. Staffing was suitable to meet the needs of people who used the service. Medicines were managed safely.

A suitable system for staff recruitment, induction and training was in place. This enabled the staff to support people effectively and safely.

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.

The environment was warm, clean and comfortable on the days we visited. Suitable equipment was in place to support people with their mobility.

We observed patient and kind support being provided. Staff knew people and their visitors very well.

Effective quality assurance audits were in place to monitor the service. The service regularly sought feedback from the people who lived there, their visitors, staff and other professionals. Staff had supervision and were invited to team meetings.

The five questions we ask about services and what we found