Madeira House

The service was safe. The provider and registered manager had developed a positive learning culture. They had responded to concerns raised at our last assessment and made improvements at the service. Prior to admission, an assessment of people’s needs was completed, and people were protected by effective safeguarding processes. Risk was mostly well managed, but in some instances, necessary guidance and risk assessing was not in place. Staff were well trained and safe recruitment checks were completed. Service cleanliness was good, but there were some infection prevention and control shortfalls in the kitchen. Medicines were well managed.

The service was well led. The registered manager had worked hard at improving the culture of the service since our last assessment. People, their relatives, and staff described to us “a before and after” the arrival of the new registered manager, highlighting their positive impact on the service. The registered manager was open and honest throughout the assessment. The provider fostered a positive culture where people felt they could speak up and their voice would be heard, and they valued diversity in their workforce. The provider mostly had clear responsibilities, roles, systems of accountability and good governance. However, quality assurance processes were not always used effectively. Leaders and staff collaborated with people and relatives to ensure people received the care they needed.