Eckland Lodge Business Park

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 were supported by kind and caring staff who they trusted. Staff had undergone a robust recruitment process and were trained and had the skills and knowledge needed to meet people's care and support needs. There were enough staff to care for people. Staff were reliable and knew how people wished to be supported which promoted continuity of care.

People were supported with their medicines and accessed health care services when needed. People were supported to eat and drink enough to maintain good health.

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 made day to day decisions about all aspects of their care which included their wishes in relation to end of life care.

Staff protected people's privacy, dignity and promoted their independence. People had developed positive relations with staff who were committed to non-discriminatory practices. People's communication needs were met and understood by staff. Information was produced in formats, so people could understand.

People received person centred care that met their needs. Care plans reflected individual preferences, diverse cultural needs and how they wished to be supported. Staff worked flexibly to enable people to attend appointments and family gatherings.

Everyone we spoke with felt the registered manager was approachable and responsive. People were confident complaints would be listened to and acted on. People's views about the service were sought individually and through surveys.

The registered manager understood their legal responsibilities and had developed a culture which put

people's needs at the heart of the service. Partnership with health care professionals and community services ensured people received joined up care. There were effective systems in place to monitor the quality of care provided and to drive improvements in care. Learning was shared with the staff team when things went wrong. Staff were supported and their training was kept up to date.