Victoria Lodge

People received their medicines safely by staff who were trained and competent to administer them. Staff practiced good infection control to help protect people from the COVID-19 pandemic. Risks to people's health and the environment were assessed and managed 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 and their relatives were involved in the planning and reviews of their care. People were given choices and asked for their opinion of the service and support they received. One person told us, "I would not want to change anything. Food is good they asked my opinion on what I want."

People were supported by staff who upheld their dignity and encouraged their independence. Staff supported people to remain in control of their lives. One staff member said, "We check if they can manage on their own, if they need help, we get consent and help them."

People and their relatives gave positive feedback about the staff. One relative said, "There appears to be quite a lot of love there." A person told us, "The girls and the boys here all very helpful I can't say I have a favourite they are as nice as each other."

People, their relatives and staff told us they felt comfortable to make suggestions or complain and confirmed the management team would deal with any problems. Relatives told us staff and management kept them up to date. Comments included, "The best thing is that they keep in touch with me." People and their relatives spoke positively about the running of the service. One person said, "My family live near, they come to visit as much as they can, it's really nice to see them. They are made very welcome by the staff and comment on how clean this place is."

People were appropriately referred where professional advice was needed. Staff and the management team worked closely with them to improve people's care, safety and well-being. One relative told us, "They have a good relationship with the surgery. They seem to always get a doctor or nurse to check [person] over. The falls team are coming out." A visiting professional commented, "They do well, they are very responsive to the

patients needs."