Mill Lodge Residential Care Home

“People’s needs were assessed and staff followed guidance in care plans to ensure people’s individual and diverse needs were met. Staff worked in partnership with healthcare professionals to support people’s health needs. People were asked for their consent before care was provided and where people lacked mental capacity to make their own decisions, the provider had acted lawfully to ensure any decisions made were in people’s best interests.”

“Staff had a caring and compassionate approach to supporting people and offered people choices as well as promoting their independence. Care provided was dignified and respectful.”

“Where people’s needs changed, the provider took action to ensure care provided met their current needs. People were supported to raise concerns about their experience of care and there was a system in place to manage and respond to complaints.”

“The home was well managed by an experienced management team who undertook frequent checks and audits to monitor the quality of care people received. Staff were confident to speak up if they were concerned and felt listened to. The management team were open to feedback and recorded learning from incidents and events which promoted a positive and open culture.”

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