Knightlow Lodge

Extra care housing People using the service lived in a block of flats on one site. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People's needs were assessed to ensure they would benefit from the care offered by the provider. Staff were trained and supported to remain knowledgeable about how to provide effective care to people. Meals were offered and prepared to meet people's choices and nutritional needs. The provider had developed strong links with health and social care professionals which had made a positive impact to people's quality of life. 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 had made trusting and caring relationship with staff. Staff enjoyed their role and spending time supporting people to remain socially and physically independent. People's right to privacy was respected and staff were considerate when providing care to people in their flats. Staff took time to get to know and understand people and were free from judgement or bias.

People had been included in planning their care and support and had their choices and preferences recorded and upheld. Plans of care were regularly reviewed and people's independence were assessed, alongside plans to rehabilitate where people were looking to return h home. Complaints and comments were welcomed by the provider and used to review and drive improvements. End of life care was offered and records reflected the choices for staff to be aware of.

The provider had clear systems and process in place to monitor people's care and treatment. People's views

and opinions were collated and used to make changes to people's care and support needs. The registered manager was accessible for both people and staff and they had clear expectations which staff followed and respected.