Ladyville Lodge

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 were trained and developed to maintain their skills so people could be supported effectively. People were provided with food and drink they preferred to maintain a balanced diet. The provider worked well with health professionals and other agencies to ensure people's health and wellbeing were maintained.

Staff were kind and respectful towards people. People's equality and diversity characteristics were understood. People were supported to keep in touch with family and friends to avoid social isolation. There was an activities programme for people to keep them engaged and staff spent time with people at other times.

People received care and support that was personalised for their needs and preferences. Their communication needs were assessed and met by staff. People and relatives were involved in how the service was managed. Complaints were investigated by the management team.

Quality assurance systems were in place to identify shortfalls and take prompt action to ensure people always received safe care. The registered manager carried out audits to ensure procedures were being followed. The provider was meeting regulatory requirements and notifications of incidents were submitted to us.