Archived: Queens Lodge

The provider worked in co-operation with others. There was evidence that people had input from a range of healthcare services including GPs, opticians and psychiatric nurses.

Medicines were handled, administered and disposed of appropriately.

There were effective recruitment and selection processes in place. Staff we spoke with told us they had responded to an advertisement, completed an application form and undergone an interview before starting work.

People who use the service and their representatives were asked for their views about their care and treatment and they were acted on. Annual satisfaction surveys of people who used the service and their relatives were undertaken.

People who used the service were protected from the risk of abuse. People said they felt safe and would not 'be ignored' if they raised a concern.

There was a yearly survey for people who used the service and their relatives, and comments received included 'the management of Queens Lodge always have time to discuss matters.' There was a complaints policy with timescales for responding to complaints.

People who used the service told us that they were generally happy living at Queens Lodge. Most people were unable to tell us about their experiences due to their care needs but some comments made were, 'I think it's a pleasant place and the staff are devoted to what they do' and 'staff speak kindly to you. Not rush and give you time.'