Hazel Lodge

People and their relatives told us they felt staff provided safe care and knew how to look after them. Staff understood their safeguarding responsibilities and knew how to report any concerns. There were enough staff available to support people. The environment was clean and homely, and people had access to appropriate equipment where needed, which meant people's needs were met.

Quality assurance processes were in place and risks to people and the environment were managed safely. Medicines were administered safely and as prescribed. Records confirmed people received their medications as prescribed and audits were completed to ensure that systems were followed.

Staff had received appropriate training and support to enable them to carry out their role safely. They received regular supervision to help develop their skills and support them in their role. The home was decorated in a homely way and people's bedrooms were personalised.

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.

Staff had developed positive relationships with people and knew them well. People, their relatives and external professionals told us the staff were caring and supported them to feel included.

Staff used positive communication techniques with people, so they felt listened to and valued according to their individual needs. The home supported people to receive appropriate end of life care. There was a complaints process that people could follow if they needed to.

The provider and registered manager had systems and processes to monitor safety and quality within the home. The registered manager understood their regulatory responsibilities and shared information with stakeholders in a timely way. People, their relatives, staff and external professionals told us the registered manager and provider were supportive, and the home was well led.