Lakelands Day Care Hospice

Lakelands Day Care Hospice provides a day service to support people with life limiting conditions and their families. They also offer a night time hospice at home service. On the day of our visit, seven people were using the day service.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People felt safe. Staff had received training to enable them to recognise signs and symptoms of abuse and how to report any concerns they may have had. People had risk assessments in place where required, to enable them to be as independent as they could be.

There were sufficient staff, with the correct skill mix, on duty to support people with their needs. Effective recruitment processes were in place and followed by the service to ensure appropriate staff were employed.

Systems were in place for the safe management of medicines. People self-administered and risk assessments were in place for this.

Staff received a comprehensive induction process and on-going training. They were well supported by the registered manager, and had regular one to one time for supervisions. Staff had attended a variety of training to ensure they were able to provide care based on current practice when supporting people.

People were supported to make decisions about all aspects of their life; this was underpinned by the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards. Staff were knowledgeable of this guidance and correct processes were in place to protect people. Staff gained consent before supporting people or assisting them in any way.

People were able to make choices about the food and drink they had, and staff gave support when required.

People were supported to access a variety of additional health care when required, including complimentary therapies. People’s privacy and dignity was maintained at all times. People were supported to follow their interests and join in activities.

Staff provided care and support in a caring and meaningful way. They knew the people who used the service well. People and relatives, where appropriate, were involved in the planning of their care and support.

A complaints procedure was in place and accessible to all. People knew how to complain. Effective quality monitoring systems were in place. A variety of audits were carried out.

The day centre setting was homely, comfortable and attractive. One person said, "It's a beautiful place to come, very peaceful, with a happy and stimulating atmosphere.' Another person told us, 'You get so much input from the staff who are experts in their field. They help you deal with the consultants and doctors and explain things to you. They can also tell if you're feeling low and know what to say and how to talk to you.'

People told us the staff were knowledgeable about medication and how best to manage it. One person said, 'The staff have helped with my medication. I had a problem with the side-effects and they knew what to do and how to get it changed.' Another person commented, 'When my medication wasn't working properly the staff contacted my GP for me and arranged a review so I could have something more effective.'

People said the staff offered an excellent service and provided them with expert advice when they needed it. One person told us, 'The staff are incredibly knowledgeable and if they don't know something they find it out for me. They always come back with something ' they have never let me down.'

Another person commented, 'As soon as you walk it you know this is a lovely place. When you arrive the staff tell you what's on that day and you can decide what you want to do and what sort of help you need.'

People told us the care they received was good. One person said, 'They monitor us here and take our bloods, it's a great weight off my mind knowing they're doing that.' Another person commented, 'The staff help us to live well and keep healthy.'

People spoke positively about the staff and volunteers. One person told us, 'The staff are brilliant ' always kind, cheerful and obliging.' Another said, 'The staff are lovely ' they couldn't be better. Whatever you need for good health or peace of mind they will help you get.'

People told us they thought the unit was well-run. One person said, 'They are very well organised here and make sure we have everything we need when we come.' Another commented, 'The manager is excellent. Whenever she sees me she asks me if I'm OK and being looked after properly."