Archived: Walker Lodge Care Home

. Is the service safe?

. Is the service effective?

. Is the service caring?

. Is the service responsive?

. Is the service well-led?

This is the summary of what we found.

Is the service safe?

Risk assessments were in place. People were supported and encouraged to maintain their independence and this was balanced with the risk to the person. Audits were carried out to look at accidents and incidents and the necessary action was taken to keep people safe.

Information was available to show that the service worked with other agencies to help ensure people's health needs were met and to prevent admissions to hospital wherever possible.

Is the service effective?

We saw the service provided care to some older people with dementia and cognitive impairment. The service was well-equipped to meet these specialist needs. The environment was designed to meet these needs and there was good evidence of the involvement of people with dementia in daily decision making about their care needs.

People commented how helpful and friendly staff were. Relatives told us the service kept them up to date with what was happening with their relative's care and they felt able to ask any questions. Several people we spoke with commented how pleased they were with the care provided by staff at the home. We observed staff were patient and supportive as they worked with people.

Is the service caring?

We observed the interaction and noted the kind and caring way staff supported people, especially people with dementia. One relative commented. "The staff are all very caring." Another commented. "Staff treat all people as an individual." We found people with dementia or cognitive impairment were involved in daily decision making. Staff were helpful and offered people information and support about their care. We observed staff interacted well with people. It was evident that staff had developed a good understanding of people's communication needs and how best to communicate with them. Staff had received training about person lead care and one member said; "I know now what person led-care is and I've been doing it all along."

Is the service responsive?

Information was collected by the service with regard to the person's ability and level of independence before they moved into the service. Various assessments were completed by the manager of the service with the person and/or their family to help make sure staff could meet their needs. Regular reviews were carried out with the person who used the service and their representative to make sure people's support plans were kept up to date. This helped ensure staff provided the correct amount of care and support.

Referrals for specialist advice were made when staff needed guidance to ensure the health needs of people were met.

People's individual needs were taken into account and they, or their representative if they were not able, were involved in decision making with regard to their care. They were kept informed and given some information to help them understand the care and choices available to them, this was developed to include and involve people with dementia.

Information collected by the service gave staff some insight into the interests and areas of importance to the person. Activity provision was developed to help ensure activities reflected people's interests and provided stimulation to people with dementia, if they wished to become involved.

Regular meetings took place with staff and people who used the service and their relatives to discuss the running of the service and to ensure the service was responsive in meeting the changing needs of people.

Is the service well-led?

Staff we spoke with were enthusiastic about their role working with people and they were knowledgeable about the support needs of people. Staff said they felt supported by the manager and advice and support was available from the management team.

We saw there was a focus from management on the provision of individual care and support to people who used the service. There was an emphasis about individualised care and support to people with dementia and cognitive impairment.

We saw people had the opportunity to comment on the quality of the service and that they felt able to speak to the manager and staff about any issues. Comments included; "They treat people as an individual." "The care is excellent." Another person commented; "The staff are very kind and friendly."

We found care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare.

People were protected from the risks of unsafe or inappropriate care and treatment because accurate and appropriate records were maintained.

Some of the people who used the service had complex needs and were unable to tell us about their experiences. We carried out an observation of care delivery to help us understand their experiences of the care they received. During our observations we found people appeared calm and happy.

Before people received any care or treatment they were asked for their consent and the provider acted in accordance with their wishes. One person we spoke with said; "They can do what they like to me as I trust them." Another person said they "understood completely", the care and treatment they were receiving.

We spoke to eight people who lived at the home and one relative. They told us staff were kind and helpful. Comments included;" I get spoiled rotten." Another person said; "I just have to press the buzzer and the girls come running." A relative commented; "Staff always let me know what's happening with my Mam." "The staff are great they are always there for my mother." "Staff are around when you need them."

We observed staff were kind and sensitive as they provided care and support to people.

Some people we spoke with said there wasn't much to do in the way of activities. Comments included;" There's not enough to do." "My mother doesn't get enough stimulation." Other people said; "We go over to the Dome for cake and coffee." "I often go out for a walk."

We found the building was well maintained and suitably designed for the needs of people with dementia to help maintain the orientation and independence of the person.

Some people were at risk of unsafe or inappropriate care and treatment because some care records did not reflect people's care needs accurately.

We saw the provider had an effective system in place to regularly assess and monitor the quality of service people received.