July 2019: Lavender House Care Home latest CQC inspection receives a rating of Outstanding.
From the report:
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.
People received outstanding care and support by a registered manager and staff team that were very committed, compassionate and knowledgeable.
Staff actively encouraged people to express their views and be involved in the day-to-day running of the service.
People were consulted about all aspects of their care and support.
Staff were flexible and responsive to people’s individual needs and preferences, finding creative and innovative ways to help people live as full and meaningful a life as possible. Often, by going out of their way to provide this support.
Staff were interested in and found out about people’s previous life interests and hobbies and encouraged and supported them to maintain these interests.
Staff knew people very well and were skilled at engaging them in activities they enjoyed, including trips outside of the service.
Staff enabled people to have links within the local community and were always looking to build further links.
There was a strong recognition from staff that people were individuals with individual needs.
Staff spoke enthusiastically and passionately about how they provided people with high quality, person-centred care.
Staff were skilled at recognising when people were feeling vulnerable, needed reassurance and empathy and how this should be given.
People’s wishes, suggestions and concerns were listened to, respected, and acted on.
Staff took time and strove to overcome any obstacles to help people achieve their wishes and how people wanted to spend their time. This made people feel cared for and valued.
Staff knew how to protect people from risk and harm, and how to report concerns.
Staff identified any accidents and incidents that happened and quick action was taken. Learning was shared with other staff, to reduce the risk of it happening again.
Risk management plans provided detailed information for staff on how to reduce and monitor the risks to people’s health and welfare.
Equipment and technology were used to increase people’s independence and support people’s well-being.
Staff were working with social care and health professionals and current guidance to promote people’s well-being.
Visiting stakeholders had very positive comments about the service provided and how staff worked collaboratively with them.
People received a very kind and compassionate service from staff who knew their care and support needs very well.
Staff maintained and promoted people’s privacy and dignity and respected their equality and diversity.
The provider and registered manager were experienced, skilled leaders who were always clear about their expectation that a high-quality service be delivered to people.