Willow Tree Lodge

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. Staff had received appropriate training and support to enable them to carry out their role safely. They received regular supervision to help develop their skills and support them in their role. The home was decorated in homely way and people's bedrooms were highly personalised. People were encouraged to bring things with them to make them more comfortable.

The registered manager and staff provided a family orientated and homely environment for people. Staff had developed very positive relationships with people and knew them well. People, their relatives and external health and social care professionals overwhelmingly told us that the staff were caring and supported them to feel included. One person said, "The staff are the best I have ever come across. They always have time for me." People were offered choices. For example, in the meals and drinks they were offered. Staff respected people's rights to privacy and dignity.

People and their families were involved in the development of personalised care plans that were reviewed regularly. People were offered and took part in a range of meaningful activities. Staff used positive communication techniques with people so that they felt listened to and valued according to their individual needs. The home supported people to receive appropriate end of life care. There was a complaints process that people could follow if they needed to. However, people, their families and external professionals were all very positive about the service provided.

The provider and registered manager had robust systems and processes to monitor quality within the home. The registered manager understood their regulatory responsibilities and shared information with stakeholders in a timely way. People, their families, staff and external professionals all told us that the registered manager and provider were very supportive, and the home was well led.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk