Heartlands Care Limited t/a Lanrick House

People were supported to access information in a way that suited them. People could discuss their end of life wishes if they chose to. Complaints were taken seriously, investigated and responded to.

People felt safe in the home and measures were in place to assess and mitigate risk. People were protected from abuse and concerns were reported when necessary. People were protected from cross infection and government guidance in relation to the COVID-19 pandemic was being followed. People received their medicines as prescribed. Lessons were learned when things had gone wrong. There were enough staff to support people and they were recruited safely.

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 were offered choices, including in relation to food and drink which people enjoyed. People had access to a range of health professionals when needed and plans were in place for their health conditions. Staff received training to be effective in their role and felt supported. The home was adapted and suitable for the needs of people living there.

There was a positive culture in the home. People, relatives and staff felt able to approach the registered manager and management team. There were quality assurance systems in place to monitor the quality and safety of the service delivered. The provider also carried out checks and the registered manager felt supported by them. The registered manager was clear about the need for duty of candour and had followed this. The previous rating was being displayed and notifications were submitted as required.