Lilac Cottage

“The service had made improvements since the last inspection and is no longer in breach of regulation. Staff understood and supported people to manage risks. There were enough staff with the right skills who had undergone specific training to support people safely. Staff managed medicines safely. Managers investigated incidents thoroughly and took action to ensure mitigation was put in place.”

“People and their relatives were involved in assessments of their needs. Staff reviewed assessments taking account of people’s communication preferences to ensure they were as involved as possible. Where people were subject to restrictions on their liberty, these had been assessed and discussed with people appropriately.”

“People had choice over their care and were encouraged to use assistive technology to maintain relationships with family and friends using their iPhones and iPads. People were treated with kindness. Staff protected people’s dignity.”

“The service worked alongside other professionals to ensure people got access to health care. The service provided information people could understand, taking into account their sensory needs.”

“Leaders and staff had a shared vision and culture based on listening and trust. Leaders recognised when staff needed resting periods throughout the day. Staff felt supported. Comments included, “The manager is good. Really supportive."”