Lakeside Nursing Home

There were systems and processes in place to safeguard people from the risk of abuse. Staff had received safeguarding training and knew how to recognise and report abuse.

The service was working within the principles of the Mental Capacity Act.

There were sufficient numbers of staff to meet people's needs and staff recruitment followed safer recruitment best practice guidance.

Infection prevention and control also followed best practice guidance and we were assured the provider was responding effectively to risks and signs of infection and was making sure infection outbreaks could be effectively prevented or managed.

The provider had systems and processes in place that helped to ensure they learnt from best practice research in developing the service. Managers were proactive and engaged in a number of professional networks for sharing learning to improve practice. Managers incorporated research and guidance into the service to improve the care and support provided.

Managers and staff were clear about their roles, they understood regulatory requirements and duty of candour. There were effective quality assurance systems in place and action was taken to improve the service when issues were identified. Staff worked in partnership with other professionals, agencies and organisations to meet people's needs.

There was a positive culture that was person-centred, open, inclusive, empowering and achieved good outcomes for people. People and their families had choice and could make their own decisions about things. People were supported to be as independent as possible and participate in numerous activities. The provider engaged and involved people, their relatives and staff in the development of the service and included them in making decisions about the service. There was a stable staff team which provided people

with continuity of care and managers and staff used creative ways to meet people's and their families' needs.

Managers provided staff with a high level of support. They also provided people's families with a high level of personalised support. People, staff and management spoke very positively about each other and feedback from people's families about the service was very complimentary.

The service had a relaxed, friendly, happy and family orientated atmosphere, and was engaged with the local community.

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 services supported this practice.