Falkland Grange Care Home

People experienced safe care and were protected from avoidable harm by staff, who had completed safeguarding training and knew how to recognise and report abuse. Staff assessed risks to people and managed them safely. Enough staff with the right mix of skills delivered care and support to meet people's needs. Staff underwent a robust recruitment process to assure their suitability to support older people. People received their medicines safely from staff who had been trained and had their competency regularly assessed, in accordance with best practice guidance. Staff maintained high standards of cleanliness and hygiene in the home, which reduced the risk of infection.

Staff assessed all aspects of people's needs and ensured these were met to achieve good outcomes. Staff were supported to develop and maintain the required skills and knowledge to support people effectively, according to their needs. Staff understood the importance of eating and drinking well and reflected best practice when supporting people to maintain a healthy balanced diet. Staff worked effectively with healthcare professionals to ensure people's care met their changing needs. People were supported to make decisions about their care and these choices were respected by staff. Staff knew how to comfort and reassure different people when they were worried or confused. People received information in a way they could understand and process, allowing for any impairment, such as poor eyesight or hearing. People were enabled to live as full a life as possible and were supported to take part in imaginative activities, which enriched the quality of their lives.

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.

The management team promoted a strong caring, person-centred culture where people and staff felt

valued. Staff were passionate about their role and placed people at the heart of the service. The management team understood their responsibilities to inform people when things went wrong and the importance of conducting investigations to identify lessons learnt to prevent reoccurrences. The registered manager effectively operated robust measures to monitor quality, safety and the experience of people and staff to drive continuous improvement of the service.