When we visited Madeira Lodge we took an 'expert by experience' with us. The purpose of involving an expert by experience was to hear the voice of the people who used the service. People who lived at Madeira Lodge spoke with both the inspector and the expert by experience and were able to tell us what it was like to live there and how they were supported. They confirmed that the staff were very respectful towards them and that they felt consulted and involved in their individual care packages. They told us that the things that were important to them in relation to their care and support were established as part of their assessment, and that the support to meet those needs was provided in a sensitive caring manner.
We saw people being helped to do things for themselves and were told that although members of staff are attentive and supportive, that "they encourage me to do as much as I can for myself ". People said that they were able to get up in the morning and go to bed at night when it suited them.
Comments about the staff included 'They go out of their way to help, they are so friendly. I haven't got a worry in the world' 'I had a beautiful bath this morning;. I didn't have a bath at home so it's lovely they let me have a soak.' 'I have my hair and nails done here so I don't have to go out.' 'I can't praise them enough, I couldn't do their job.' 'They ask me about what I like to eat and get the food I like. ' One visitor said 'All the family are so much happier now my relative is in here, they are lovely staff and we know she is well cared for. ' The visitor also told me that they could visit anytime they wanted and it was never a perceived as a problem by staff.
One person said 'the staff are lovely. Everybody is marvellous in every way. They are pleasant, courteous friendly and helpful. They have never shouted at me. They treat me as I would like to be treated'.
We observed care and support being given to people at Madeira Lodge and saw it being delivered with sensitivity and kindness. We saw that members of staff knew people by name and when asked about these people's individual care needs they knew what was required. We saw that members of staff respected people's privacy and dignity and helped people to be as independent as they wanted to be without compromising their safety and health.
We talked with members of staff about their role in keeping people safe and protecting them from abuse. Members of staff were able to tell us what they would do if they suspected that a person was being abused. They were also able to tell us about whistle-blowing and all members of staff said that they felt confident that raising concerns internally would lead to appropriate action by the service.
Members of staff said that they also felt confident reporting concerns and would not be penalised if they contacted an outside agency due to safety concerns. Staff said the manager would not tolerate any abuse in this home. All staff we spoke with told us that they had received formal training regarding safeguarding vulnerable adults and how to 'whistle blow' within the last the six months.
One person said 'I have no complaints. Not sure who manager is, but I feel it is well run. They are there when you want them. Most of the people here are happy and satisfied'.
We found that this service was compliant in all five essential standards outcomes that we reviewed during our site visit.