Archived: Abbeymead Lodge

At our last inspection we rated the service good. At this inspection we found the evidence that the service had progressed in developing people’s personal growth and empowerment. The management continually demonstrated how they reviewed their systems and care practices to ensure people received high quality care. There was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. At this inspection we found the service improved to outstanding.

Why the service is rated Outstanding:

Feedback from people’s relatives was overwhelmingly positive. They complimented the caring nature of staff and felt that the service was well-led. They praised the approach of staff and stated that they felt their relatives were safe living at Abbeymead Lodge. The strong leadership team ensured that the values and vision of the service were embedded in the care practices of staff. The management team had strong emphasis on driving improvement and improving the quality of people’s lives. All health care professionals who contacted CQC about the service acknowledged the consistent dedication and approach of staff.

People’s needs had been assessed and their support requirements and preferences were recorded in detail to provide staff with the guidance they needed to support people. Staff had a continuous approach and a healthy balance of supporting people to understand the potential risks linked with their activities such as being in the community independently without being risk averse or impacting people’s confidence and anxiety about being independent. People were continually reassured and praised for their achievements. The staff approach focused on people’s individual needs and how to maximise their potential and personal growth. Staff used innovative ways to obtain people’s consent to care. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People were supported to maintain relationships with people who were important to them. Staff ensured people’s human rights and diverse needs were supported.

Effective systems were in place to manage people’s medicines so that they received them safely and on time. People were supported to access health care services and to maintain a healthy lifestyle. Health care professionals complimented the responsiveness and caring nature of staff.

Sufficient numbers of staff were available to ensure people’s well-being and for them to safely be involved in activities. New staff were suitably vetted and trained before they supported people. Staff had a good understanding of people’s needs and had been trained to carry out their role. Staff consistently praised the support they received from the management team. They told us they felt supported and trained and had access to the information they needed to support people. They understood their responsibility to report concerns and poor practices.

The service had an open and progressive culture to improve the quality of lives for people. The focus of the home was to ensure that people’s individual and diverse needs and their human rights were valued and respected and at the centre of the care being delivered. Systems were in place to identify shortfalls in the service and drive improvement. The managers learnt from their own and other provider’s mistakes and reviewed their processes to ensure their practices were current. The home valued people’s and their relative’s feedback to ensure people consistently received high quality care. Any concerns identified were quickly addressed.

Further information is in the detailed findings below.

People were fully involved in the planning of their care. They told us "I talk to my key worker (allocated member of staff)" and "my key worker helps me". They said they enjoyed going to college, to work and for short trips away. People had access to information about their care and support in easy read formats using personal photographs and pictures. People were supported to be independent around their home and in the local community.

People had access to safe and accessible accommodation which was well maintained and decorated to a high standard. People told us they had chosen the colour schemes for their rooms. Arrangements were in place to ensure effective systems to minimise risks to people.

Staff were properly trained and supervised. They were able to gain the skills and qualifications relevant to their work. For instance they had completed courses in autism awareness, diabetes and epilepsy. Staff told us they completed assessments and were observed in their work to ensure they were competent to carry out their role. People told us "staff are nice" and "staff are ok".

There were opportunities for people to provide feedback about their care and support. They had access to the complaints procedure in an appropriate format and to residents' meetings.

People were encouraged to develop the confidence to become independent in their daily living skills. We saw people going out to the dentist or using public transport. People helped around their home doing their laundry, preparing meals and washing up.

People told us they discussed their care with their key workers. We found their records were produced in easy read formats. There was evidence within people's care records of their feedback and comments about each aspect of their care. Records were kept up to date to reflect any changes in their needs.

Suitable arrangements were in place to make sure people were safeguarded from the risk of abuse. Safeguarding information was provided in an easy read format for people. People told us staff helped them with their finances and to update inventories of their personal belongings.

Systems were in place to make sure that the appropriate records were obtained for new staff before they started work. New staff completed an induction programme.

An effective quality assurance programme was in place involving people and external organisations. Comments included, "looked after well", "treated well as individuals" and "professional care".