Oulton Manor

There were enough staff to keep people safe. People said they did not have to wait when they called for support at any time of day or night. The registered manager was addressing existing staff shift patterns to further improve outcomes for people.

People benefitted from living in a very pleasant, spacious and safe environment. People were protected from the spread of infection because good systems and processes were in place. All people and relatives we engaged with spoke very positively about the staff who cared for them. People felt involved in their care and we saw staff to be extremely caring and attentive. People gave us examples of staff going the extra mile for them.

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.

All people, relatives and staff we engaged with spoke very positively about the new registered manager. One relative said they had "installed a change in the fundamental ethos" of the service and a member of staff said, "Working here has improved a heck of a lot. I hope (registered manager) is here to stay."

Auditing had been used effectively to identify and address issues, whilst some areas needed further improvement, we were confident that these were being addressed. People, their relatives and staff felt involved in the service and there were systems in place to promote this involvement. This included a resident's committee, regular meetings and various opportunities to provide feedback.