Kathleens Lodge Rest Home Ltd

People's experience of using this service and what we found: People's experience of using the service was positive. People told us they felt safe living at the service and observations confirmed this. One person told us, "We are like one big family here. We are treated well."

Quality assurance systems were in place, but these were not always effective in driving improvement and identifying shortfalls. For example, care plan audits failed to identify differences within documentation. We have a recommendation about the management and completion of audits.

People were supported to make decisions and they were helped to know their rights by staff. Staff received the training they needed to make sure they had the skills to support people's needs. There was an open culture, led by the registered manager who was described by staff as being approachable and supportive. People knew the registered manager, who often provided their support, and were relaxed in their company.

Medicines were well managed and safely stored and administered. Healthcare professionals were involved as needed and people were supported to maintain a healthy, balanced diet.

There were enough staff to make sure people's needs were met. Staff were also able to spend quality time with people chatting and enjoying each other's company. A dedicated activity coordinator was in post and a wide range of activities was available to promote people's wellbeing.

People and relatives said staff treated them and their loved ones kindly. All the interactions we observed were respectful and professional. People's dignity and independence were respected.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; 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