Acer Lodge

“There was an extremely positive and caring culture throughout the service. Leaders were visible, approachable and committed to delivering high-quality care. Staff spoke passionately about their roles and were supported through robust training, supervision and development opportunities. There was a strong focus on learning, innovation and continuous improvement, with lessons learned used to enhance care delivery and support best practice.”

“Safe recruitment processes were followed to help ensure suitable staff were employed. We received some comments that staffing levels could be improved. Leaders responded proactively to this and reviewed and made changes to the staffing provision at the home.”

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“People received person-centred care which reflected their individual preferences, needs and aspirations. Staff knew people well and supported them to make choices about their care and daily lives. People were encouraged to maintain their independence and achieve goals that were important to them. Care was planned and reviewed with people and, where appropriate, in partnership with relatives and healthcare professionals to support positive outcomes.”

“People received their medicines safely and from trained and competent staff. Appropriate systems were in place to monitor medicines management, although we identified some minor shortfalls during the assessment. The provider responded immediately, investigated the issues and took action to address them.”

“The home was clean, spacious and well maintained. Equipment was regularly serviced and safety checks were completed to ensure it remained fit for purpose. The environment was designed to support people’s independence and wellbeing, with accessible outdoor areas and well-lit communal spaces.”

“People were treated with dignity, kindness and respect. Staff supported people to maintain important relationships with family and friends and promoted people's rights, choices and independence. A varied programme of meaningful activities was available and tailored to people's interests, helping them to remain engaged and enjoy fulfilling lives.”

“People's needs were assessed and risks to their health, safety and wellbeing were identified and managed appropriately. Care records documented peoples assessed needs and the help and support they needed and had agreed to.”

“Staff worked closely with external health and social care professionals to ensure people received timely support when required. People were offered a choice of meals and refreshments and were supported to maintain good nutrition and hydration.”

“Where restrictions were required to keep people safe, these were applied lawfully and in line with relevant legislation. Staff understood their responsibilities in relation to safeguarding and were confident about recognising and reporting concerns to protect people from abuse and avoidable harm.”

“Overall, people received high-quality, compassionate care from a skilled and dedicated staff team. Effective leadership, governance arrangements and a culture focused on learning and continuous improvement helped ensure people experienced safe, personalised and responsive care.”