Copthorne Lodge

People were genuinely at the centre of how the service was run. The committee was empowering people to shape how the service was delivered and provide opportunities for leisure activities to help reduce social isolation.

The management team and staff were committed to delivering care which was rooted in bet practice. The commitment of the staff champions to drive improvement and their success in achieving sustained results with accreditation schemes ensured people had a safe, effective and good quality service.

The service had a strong learning culture and worked in partnership very well with other professionals. People had achieved their goals and had positive outcomes from the partnership working and staff really benefitted from the support available and learning opportunities.

People were supported to manage risks to their safety and were supported by staff that understood how to recognise the signs of abuse. People were supported by enough staff that had been safely recruited. People had support to manage their medicines and received these safely. People were protected from the risk of cross infection. Where incidents and accidents had happened, these were analysed and learning was put in place.

People had their needs assessed and were involved in developing their care plans. Assessments and care plan's involved other professionals and used best practice approaches. Staff had an induction to their role and received regular updates to training. Staff had reflective supervisions and were supported to access development opportunities.

People were supported to understand their dietary needs and had plans which reflected their individual needs and preferences. People received consistent support from staff who worked well with other professionals. Where people had health conditions staff were aware of these and had guidance in place to

meet them. Referrals to health professionals were prompt and any advice was followed by staff.

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.

People were supported by staff that were caring. Staff knew people well and had developed good relationships. People were in control of their lives and made decisions about their care and support. People were respected and their privacy was maintained by staff.

People were receiving person centred care and support. People had their preferences understood and were supported to communicate in their preferred way. Staff supported people to engage in activities and were engaged with relatives and visitors to the service. There was a clear system in place to manage any complaints and people told us they felt these would be addressed.