Carlisle Lodge

People's experience of using this service:

The service met characteristics of 'Good' in most areas.

•Since the previous inspection, significant improvements had been implemented to ensure the requirements of the Mental Capacity Act 2005 were being met. Quality systems had been improved to effectively monitor these requirements along with health and safety matters in the service. However, we found further improvements to the quality systems were needed to ensure suitable training programmes and records were maintained in relation to all staff training.

•The outcomes for people living at Carlisle Lodge were personalised care provided by caring and supportive staff. People lived in a safe, comfortable and homely care home. One person said, "They look after me and it's warm and comfortable, I feel very safe here." The emphasis was on a relaxed but a professional environment.

•Staff knew how to keep people safe. They responded to any risks and took measures to reduce these. Staff had a good understanding of how to identify and respond to any suspicion or allegation of abuse. Medicines were handled safely with people receiving their prescribed medicines in a timely fashion.

•Staff knew people really well. They had a good understanding of each person's needs and choices. People's individuality was embraced with people's past life's and beliefs being recognised. Any restriction to people's liberty were made in the least restrictive way possible to ensure people's safety. These had been considered in line with the MCA 2005.

•The food provided was individually tailored to people's needs and preferences. There was a strong emphasis on providing what people wanted and enjoyed. One person said, "The food is very good. We have an excellent cook and she makes the effort to find out what people like, she sees me every day. At first, I found the meals were too much for me, so they have been made smaller. I only have to ask for anything. They come around with drinks but I can ask for different drinks at any time."

•Staff had a good relationship with people and interaction was positive and friendly. Activities and entertainment were person centred and ensured each person had the opportunity for social interaction.

•Staff worked closely with health and social care professionals to secure the best outcomes for people's health and well-being. Visiting professionals told us staff responded to their input in a positive way and worked with them for people's benefit.

•The registered manager supported staff development and learning. New ways of working were explored and appropriate training was given to ensure staff had the appropriate skills to look after people.

•The registered manager led by example in providing person centred care. She interacted positively with everyone at the service and ensured that relative and visitors felt welcomed and included. Staff felt appreciated and well supported. Complaints were recorded and responded to in an open and transparent way and there was a culture of learning from accidents, incidents and any feedback received.