Down Hall Residential Home

People's experience of using the service and what we found People told us the management and staff were admirable and went the extra mile to provide outstanding personalised care. The service was exceptionally responsive and distinctive in how they involved people and the community together for mutual benefit. People's end of life care was individualised, comfortable, and dignified and people's families received empathy and understanding.

People were safe, and well cared for. There were systems in place to protect people from abuse and avoidable harm. Staff understood how to raise concerns and knew what to do to safeguard people.

Risks to people's safety and wellbeing were assessed, recorded and monitored. People were protected by the prevention and control of infection. Lessons had been learned and improvements made as a result. People received their medicines as prescribed and in a timely way.

Staff were provided with an induction to the service and training suitable for their role and responsibilities. They felt valued and supported by the management team and received formal supervision. Staff recruitment and employment practices and procedures were safe. There were enough members of staff to support people living at Down Hall.

People received enough food and drink to meet their needs and meals were of a good size and quality. People were supported to attend appointments and were referred to health and social care professionals and healthcare services for their ongoing health and wellbeing. 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. People had a clean and well decorated environment in which to live.

People were treated with care, kindness, and their dignity and privacy maintained. They were involved in their care and offered choice and support to be as independent as possible. Staff had a good rapport and relationship with the people they cared for and their families. Staff were aware of people's changing needs through their care plan and effective communication within the service.

The service was very well-led and managed by an experienced manager. Quality assurance arrangements enabled the provider and registered manager to monitor the quality of the service provided, staff performance and health and safety of the building. Complaints were well managed and a record of compliments to capture the service's achievements was maintained.

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