Archived: Lavender Court Extra Care Scheme

People told us that before they received any care or support they were asked for their consent and the staff acted in accordance with their wishes.

People experienced care, treatment and support that met their needs and protected their rights. All people we spoke with were ‘happy’ with their care. Their comments included, "The staff are brilliant, they come at a time that suits me, they don’t rush off either, they stay for a while and chat, I couldn’t wish for better,” “The girls [care staff] are marvellous, they are second to none,” “Staff go that extra mile, they are excellent,” and “The staff are smashing I give them 10/10.”

Relatives we spoke with said they were ‘happy’ with the care and support their loved one received.

Records showed that people and/ or their advocates had been involved in the care planning process.

Where people were assisted and/ or prompted with their medication, people we spoke with did not have any concerns. Staff were appropriately trained and appropriate policies and procedures were in place.

People were cared for, or supported by, suitably qualified, skilled and experienced staff. The provider had appropriate and effective recruitment procedures in place.

The provider had an effective system to regularly assess and monitor the quality of service that people received.

We spoke to four people who all said that staff always treated them with respect. One person said ‘They always speak nicely to me’ and another said ’They always ask me if I am alright with what they are doing’. People said they made the decision as to what care they wanted and how that care was provided. One person said ‘They are brilliant they are like my family’.

We spoke to staff who said that everyone had an assessment before the service was provided and that people themselves led that assessment because they were able to tell them what care they needed.

Staff we spoke with showed a good knowledge of the people they provided care and support to. Staff told us they regularly read people’s care plans and the specific support each person needed was discussed at group supervision meetings.

People said they felt very safe with the care they were receiving and with the staff who were providing it. They said the manager was very approachable and if they did have any concerns they would talk to her.

Staff said they had lots of training and said the training was very good. We checked staff training records. These records showed that staff were provided with compulsory basic training on induction, and on going training which gave them the skills to do their jobs.