About the service The Lawns is a housing with care scheme. People live on site in their own flats and have secure tenancies with a housing provider. Norse Care provides care and support over a twenty-four-hour period. At the time of the inspection, 28 people were receiving care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People’s experience of using this service and what we found
The service was exceptional in placing people at the heart of the service with a strong person centred, caring and responsive ethos. People consistently told us how they were treated with exceptional kindness, compassion and respect. We received many accounts of people's views of their support. Comments included, “This is my home from home. The staff are absolutely wonderful. They’re always there when you need them and they’re always cheerful”, and, “The staff couldn’t be nicer. There’s nothing I can think of that could be better.”
People's needs and wishes were fully supported by staff that knew them well. People were respected and valued as individuals and empowered as partners in their care.
People received personalised care and support specific to their needs and preferences. People's needs were considered and reviewed, and changes made where improvements were needed. Each person was respected as an individual, with their own social and cultural diversity, values and beliefs.
The management of the service had instilled a culture of care and support. Excellent teamwork was embedded in the service to ensure that people received continuity of care. Staff considered themselves, people using the service and their visitors as family and this ensured that people were cared for in a way that provided them with a happy, meaningful and enjoyable lifestyle.
The registered manager was passionate about the quality of service delivery and led by example. They followed best practice and pursued opportunities to improve care and people's experiences to attain better outcomes. This was often over and above the regulated activity of providing personal care to people.
Staff were skilled, motivated and knowledgeable. They provided flexible care and support in line with a person's needs and wishes. The stability of the staff team helped to ensure people felt cared for, understood and supported to achieve positive outcomes.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
Staff provided a safe environment and people's independence was not compromised. Risks were assessed to encourage people to do as much for themselves as they could.
Medicines were managed safely to ensure people received them safely and in accordance with their health needs and the prescriber's instructions.
Rating at last inspection: The last rating for this service was Good (published 16 December 2016).
Why we inspected
This was a planned inspection based on the previous rating.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk