What the CQC found at South Lodge

Each person had their own apartment, designed around their physical and sensory needs. People could choose how to use their private and shared spaces.

“Each person has their own space, dignity and privacy.” from the report

Staff understood people's individual routines, communication styles, interests and goals. Support plans were used to promote confidence, independence and a meaningful daily life.

“People were supported by staff to pursue their interests and to achieve their aspirations and goals.” from the report

Inspectors observed staff being calm, attentive and respectful. Staff knew how to respond when people were distressed or affected by sensory sensitivities.

“Staff were also calm, focussed and attentive to people's emotions and support needs such as sensory sensitivities.” from the report

Care plans clearly explained how each person communicated and how staff should respond. Staff used methods including signs, symbols, pictures and social stories.

“People's communication needs were clearly identified in their care plans; this helped staff understand how best to communicate with each person.” from the report

People and relatives could raise concerns, and records showed that complaints were investigated and used to make changes.

“Records showed that the service dealt with complaints and concerns appropriately and took the opportunity to learn lessons and make changes.” from the report

Relatives had mixed views about communication. One relative said it could sometimes be difficult to get through by phone or receive a timely email response.

“Another relative did not have the same experience, and said that at times, it was difficult to get through on the phone, or to get a timely response to emails.” from the report