All inspections: St Ives Lodge Residential Care Home

We spoke to nine people using the service, seven relatives and observed care being delivered to eight people during meal times. We found that before people received any care, they were asked for their consent and staff acted in accordance with their wishes. Where people did not have the capacity to consent, the provider acted in accordance with legal requirements.

We reviewed six care records and found that people's needs were assessed and care was planned and delivered in line with their individual care plan. People were cared for by staff who were supported to deliver care and treatment safely and to an appropriate standard. Both staff and people thought there were enough staff to meet people's needs. One relative said, "I always thought care homes were depressing but not St Ives. We are very happy and feel staff make every effort to make mums life happy. 'Another said 'It's very personal. Feels more like a real family."

The provider had taken steps to provide care in an environment that is suitably designed and adequately maintained. People were cared for in a clean well maintained building. There was evidence that adequate checks on gas, electricity, water and, fire safety were completed by relevant authorities.

The provider took account of complaints and comments to improve the service. There were regular staff meetings, patient satisfaction surveys were sent out twice a year and people participated in their annual reviews where possible.

People told us what it was like to live at this home and described how they were treated by staff and their involvement in making choices about their care. They also told us about the quality and choice of food and drink available. This was because this inspection was part of a themed inspection programme to assess whether older people living in care homes were treated with dignity and respect and whether their nutritional needs were met.

The inspection team was led by a CQC inspector joined by an Expert by Experience who has personal experience of using and caring for someone who uses this type of service.

We used the Short Observational Framework for Inspection (SOFI). SOFI is a specific way of observing care to help us understand the experience of people who could not talk to us. We spoke to ten people who used the service and six relatives of people who used the service. People told us they were treated with dignity and respect. A person who used the service said 'all staff speak to me politely and with respect.'

Relatives told us that people's call bells were answered promptly and that people were always kept clean. A relative said that 'staff responded very quickly each time her mum rang the bell."

People told us that any concerns they raised were rectified quickly. A person who used the service said, 'I had concerns about the quality of the pork served. I spoke to the manager, she discussed this with the butcher and the meats have been perfect since I raised this as an issue.'

People told us that the food was very good and that they had adequate choice. One relative said 'The food choice was excellent.'

The people we spoke with were very happy with the care that they received. People said, 'It's very nice and I am spoilt with tea and biscuits and good meals. I use the buzzer in the night and staff come. They are very considerate and kind and respect my privacy. They always knock before coming into the room'. 'It's very nice and everything is okay. The staff are kind. When I press the buzzer they come and help'. 'It's very nice and staff are kind and will do anything for you. I can do what I want and prefer to spend time in my room and have my meals there'.

Relatives we spoke with were also happy with the quality of the service. One said, "I am very pleased with the service. There's a nice atmosphere and there is always a nice welcome and a cup of tea. Nothing is too much trouble. They meet his needs. They are active when he's not well and call the doctor. I feel that staff know him and would recognise if he wasn't well or was unhappy about something. I feel that he is safe'. Others said, 'I am happy with the care and my mother is well looked after. Staff are very kind. They phone me if there's any concerns and they refer to the doctor when needed. No complaints'. 'I am very happy with the service, all are very helpful. Nothing but praise for the staff, they are fantastic. They let me know if there's any problems'.

A healthcare professional told us, 'I have no concerns about the service. We have a good working relationship. The manager is really on top of things. Anything that I ask to be done is implemented. The carers are pretty good and there is a fairly stable staff team'.

Archived: St Ives Lodge Residential Care Home

All Inspections

25 February 2014

During a routine inspection

11 July 2012

During a themed inspection looking at Dignity and Nutrition

22 September 2011

During a routine inspection