Lakeshore Care Ltd

Staff files showed staff recruitment was undertaken appropriately. The provider had taken steps to protect people from staff who may not be fit and safe to support them.

There were sufficient staff levels to meet people's needs.

People received their medicines safely. Staff received appropriate training on the safe administration of medicines. This together with appropriate supervision and monitoring meant people received their medicines safely and staff had clear guidance to follow.

The provider ensured that all their staff received appropriate training and support to understand and to manage infection control and the use of PPE.

Accidents, incidents and risks were appropriately recorded and reviewed with strategies put in place by the service to reduce the likelihood of events occurring in the future.

Assessments were undertaken by the local authority that funded people's support to which the provider contributed. Clear outcomes were identified and people's support plans were revised and updated as people's needs changed. People were supported by staff to eat and drink according to their dietary requirements taking into consideration people's preferences.

Staff received training in all the necessary areas of their work. Staff had regular supervision with senior staff and support through team meetings.

People told us they were treated with dignity and respect. This was echoed by people's relatives. They told us staff had the right skills to deliver appropriate care and support. Staff were able to communicate with people well. Information was provided in various formats where required.

People and their relatives said any concerns they had were addressed appropriately and resolved by the registered manager. They told us the registered manager welcomed feedback and they said complaints were dealt with swiftly and professionally.

People told us they thought the service was well led and that they were very happy with the support they received.

There were effective systems in place to monitor the quality of the service provided to people which ensured good governance. Technology was used effectively by the provider to ensure people were informed promptly about potentially missed or late calls. The service had systems in place to notify the appropriate authorities where concerns were identified. The culture of the service was positive, open and person centred.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk