Ecclesbourne Lodge

People's experience of using this service: The service met the characteristics of good in all areas, and meets 'Outstanding' in the Responsive domain.

People's needs were at the heart of the service being provided. Staff were exceptionally knowledgeable about the care people required and the importance of people's life history in establishing plans which were effective. Staff received the necessary training to enable them to have the skills for their role. There was a wide range of activities which were planned and tailored to each person. The environment had been considered to support people's needs and the spaces available.

Where people had behaviours which challenged, the plans reflected an approach which was reviewed and monitored to ensure this reflected the correct amount of detail and interventions.

There was an education programme which provided people with skills to support them with daily life skills and improving their independence.

When new people came to the home, there was a comprehensive approach to ensuring staff had the knowledge and skills to support people with their transition and next steps in living at the home.

Staff were supported with a management structure which offered guidance and progressions within people's roles.

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 support this practice. Health care had a focus to ensure people's ongoing wellbeing.

People's plans of care and other important information was provided in a range of formats to support understanding. People could access spiritual support to meet their religious beliefs.

There was a registered manager at the home. The rating was displayed at the home and on their website. When required, notifications had been completed to inform us of events and incidents, this helped us the monitor the action the provider had taken.

Staff had established relationships with people and showed mutual respect for people to ensure their dignity was maintained. Relatives were encouraged to visit and staff supported people to retain their relationships.

The provider completed a range of audits to ensure the home was well run and used information to drive improvements. Complaints had been investigated and outcomes shared.

The provider looked to make improvements and we saw these in relation to end of life care and any lessons learnt. There were sufficient staff to support peoples needs and there was flexibility for this to be increased for events or appointments. Peoples risk were managed and guidance provided to support the staff and reducing the risks. Medicine was managed safety and measures in place to reduce the risk of infections.