Queens Lodge

Right care ● Improvements were required to ensure people always received safe care and treatment. For example, in effective recording, monitoring and review of distressed behaviour and accidents/incidents. Staff assessed and knew the risks people might face. ● There were enough appropriately skilled staff to meet people's needs and keep them safe. An action plan was in place to get all aspects of staff support up to date and maintained. ● People received kind and compassionate care. Staff protected and respected people's privacy and dignity.

● Staff understood how to protect people from poor care and abuse. Staff had training on how to recognise and report abuse and they knew how to apply it.

Right culture ● Management oversight of the service had lapsed in recent months. This was identified prior to the inspection and action was underway to make improvements. ● Mealtime experiences were not enriching for people living in the service. ● Documentation to support mental capacity assessments and best interest decision making required improvement. ● People and those important to them were involved in planning and reviewing their care.

● The deputy manager and most of the care team had worked in the service for a long time, which supported people to receive consistent care from staff who knew them well.