Maple Leaf Lodge

“Right Support: People had varying experiences of person-centred care. Most staff focused on people's strengths and promoted what they could do, however, some staff did not always promote what people wanted over their own needs.”

“The service worked to the principles of least restriction and the Mental Capacity Act 2005 (MCA). Staff understood how to manage people’s needs during times of distress and there was not a reliance upon medication or restraint to manage these situations and people’s freedoms were restricted only if there was no alternative.”

“Right Care: Some of the records relating to people's care and health and safety required updating. Some staff needed more focus on responding to people’s individual needs, however steps had been taken to improve the outcomes for people.”

“Staff understood their responsibilities to protect people from poor care and abuse. The service worked well with other agencies to do so. The service had enough appropriately skilled staff to meet people's needs and keep them safe.”

“Right Culture: Most staff placed people's wishes, needs and rights at the centre of everything they did. Where feedback from people indicated that this did not happen, the manager took swift action to address this. The quality of support provided to people was evaluated, involving the person, their families and other professionals as appropriate. The provider had systems to ensure risks of a closed culture were minimised so that people received support based on transparency, respect and inclusivity.”