Rossall

The provider was highly effective at ensuring people were vigorously assessed and monitored through extensive, multi-disciplinary and proactive treatment programmes. A visiting professional said, "Having worked for quite some time with this home, I find it is without doubt excellent. It is the most enthusiastic and compliant of all the services we work with." The provider continued to maintain an outstanding model to meet people's nutritional care. A relative told us, "[My family member] absolutely does not go hungry, she has everything she needs." The provider had an extensive training programme that led to extremely effective and skilled staff. A relative confirmed, "Yes, absolutely the staff are well trained."

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. A visiting professional stated, "The care records show an exemplary standard in the application of the Mental Capacity Act (2005)." Staff demonstrated outstanding skills in deploying different methods to help people fully participate in their care. The provider excelled at maintaining and enriching a highly adapted environment to support distressed individuals, including sensory areas to stimulate them and provide activities.

The management team and staff embraced people's diversity and excelled in sensitive care delivery centred on optimising people's human rights. A visiting professional described staff as exceedingly calm, professional and kind when assisting each person. People and relatives unanimously described staff as exceptionally caring. A relative commented, "What really sets them apart is their kindness and compassion. Often going the extra mile to make not just my [relative], but myself and my family feel very safe and secure."

The registered manager provided an outstanding range of activities to improve people's social skills and

mental welfare. A staff member told us, "The activities are amazing and we keep this as our main focus." The management team created a highly proactive care model to ensure staff were responsive to people's needs. They delivered outstanding end of life care by optimising people's comfort, wishes and symptom management and instilled this in their workforce.

The provider worked with other organisations to enhance its excellent service delivery. The management team analysed survey results with a strong desire to continuously improve. Extensive service auditing was clearly directed at reviewing any lessons learnt to maximise people's safety and quality of life. Rossall had very strong leadership with an excellent caring approach to its workforce. A relative said, "[The registered manager] is very hands on. You can see her any time." A staff member added, "I really like it here. I feel well supported and the opportunity for promotion contributes to a very positive culture within the home."