Jacob's Lodge

The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.

People told us they felt safe when they stayed at the respite centre. There were appropriate policies and systems in place to protect people from abuse. Regular health and safety checks took place and risk assessments were in place to protect people and there were effective systems in place to reduce the risk and spread of infection. People received their medicines safely in line with their preferences and by staff who knew them well and people told us they liked the food and had enough to eat and drink. We saw people being offered drinks and food and were given choices. There were sufficient staffing levels to support people and the provider had safe recruitment processes in place. All staff received a range of face to face training, e-learning and observed supervisions and competencies to ensure they had the necessary knowledge and skills to do their jobs. There were robust systems in place to manage incidents and implement actions to prevent a reoccurrence. 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. People's needs had been assessed before they were offered a place at the service and they had implemented a comprehensive holistic pre-assessment pack for people.

Interactions between people and staff were kind, caring, positive and warm. We observed how staff were inclusive and ensured people were supported to be involved in conversations. We saw people being supported using their preferred communication methods and staff demonstrated an awareness and understanding of people's needs. People were supported to be involved in making decisions about their care. Staff respected people's privacy, listened to people and respected their choices.

People had personalised support plans in place which covered all aspects of people's daily living, care and support needs. We observed people being supported with personalised activities by staff using warm and kind approaches. We saw evidence of how responsive Jacob's Lodge was in supporting people for emergency respite stays. Jacob's Lodge understood different people use alternative ways to communicate

and had made their service accessible and inclusive. The provider had a complaints procedure in place and the registered manager was keen to rectify any issues and improve the quality of the service.

The feedback we received from people and relatives was positive, expressing confidence in the management and care delivery of the service. The providers visions and values focused on person- centeredness, being passionate about making a difference to people's lives and ensuring positive outcomes for people and the registered manager promoted an inclusive, value based and positive culture. The management team sought, and listened to, people's, their relatives and staff member's views, ideas and suggestions. There was an emphasis on shared learning and development within the service.