Melbourne House

“The provider had significantly invested in refurbishing and upgrading the service, to ensure Melbourne House was a safe, inclusive and welcoming environment. The service had fully considered adaptations to ensure people living with dementia or mobility needs were supported effectively.”

“The service was well led, by an experienced and compassionate registered manager, who led the staff team by example. The staff team were well trained, skilled, competent and showed kindness and compassion towards people living at the service.”

“Staff ensured people were protected from the risk of harm or abuse, the whole staff team understood their responsibility to ensure safeguarding was a priority.”

“Staff worked in partnership with external bodies, to ensure people received appropriate review and support in a timely manner. The registered manager understood their responsibility to ensure safeguarding incidents were reported promptly to the local authority. The registered manager followed their duty of candour, and they were open and transparent with people and their relatives when incidents occurred.”

“The management team had robust quality and safety auditing processes in place, allowing them to be responsive to concerns or any shortfalls in care quality. These were used effectively to consistently drive improvement at the service.”

“The management team used feedback and learning from incidents, to ensure care quality was improved and lessons learned were fully embedded.”