Mill Lodge

Right Support Staff protected and respected people's privacy and dignity. Staff understood and responded to people's individual needs. Staff understood how to protect people from poor care and abuse, and the service worked well with other agencies to do so. The service had enough appropriately skilled staff to meet people's needs and keep them safe. 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.

Right Care People received care and support from a team of staff who were dedicated, passionate and committed to their roles. Staff were caring and sought to ensure people were treated in a dignified and respectful way. Staff understood people's cultural needs and provided culturally appropriate care. Staff engaged with people in a respectful and compassionate manner.

Right culture Leadership and management of the service was effective. The registered manager led by example, creating, and embedding a culture where people felt valued, and their individual contributions recognised. Staff and managers ensured the service was safe by assessing risks to people. Safe recruitment practices were not always followed. Staff knew and understood people well.

Recommendations We have made 3 recommendations in relation to recruitment, infection prevention control and adapting service, design, decoration to meet people's needs. For more details, please see the full report which is on the CQC website at www.cqc.org.uk