About the service: St Helens Hall and Lodge provides residential care for older people; some of which are living with the dementia. The home has two units, The Lodge and The Hall, both of which are based over two floors. At the time of our inspection 83 people were receiving support.

People’s experience of using this service:

The management team and staff at St Helens Hall and Lodge created a warm, calm and friendly atmosphere for people and visitors. Positive comments were received regarding the caring approach of the staff team and how well they knew the people's needs. Strong, familiar and positive relationships had been developed between staff and people living in the home and their family members.

Staff were motivated to deliver care that was person-centred and based on people’s needs and preferences. People were treated with kindness, compassion and respect and staff interacted well with people. Techniques were used by staff to help relax people with positive outcomes. People were encouraged and supported to be as independent as possible.

People told us they felt safe living in the home and family members were confident their loved ones were well looked after and safe. Family members told us they had peace of mind knowing they did not need to worry about their relatives. Risks people faced were assessed and those identified were safely managed. Medicines were managed safely. People told us they received their medication at the right time. Staff showed a good understanding of their roles and responsibilities of keeping people safe from harm. The environment was safe and people had access to appropriate equipment where needed.

Enough suitably qualified and skilled staff were deployed to meet people’s needs. Staff received a range of training and support appropriate to their role and people’s needs. Staff told us they received a good level of support from the management team and were encouraged to develop within their roles.

People’s needs and choices had been assessed and planned for and care plans identified intended outcomes for people and how they were to be met in a way they preferred. People told us they received the right care and support and felt staff were well trained and competent. People received personalised care and support which reflected their care plan. People were encouraged and supported to eat and drink well and supported to access health care when needed. People were offered choice and control and where able consented to their care and support. Where people lacked capacity to make their own decisions they were made in their best interests in line with the Mental Capacity Act.

The leadership of the service promoted a positive culture that was person-centred and inclusive. People, family members and staff all described the registered manager as approachable, supportive and always visible around the home. The passion, knowledge and experience held by the management team helped to create a relaxed environment for everyone. The management team showed a desire to improve on the service and were continuously looking at ways to do this. Effective systems were in place to check the quality and safety of the service and improvements were made when required.

Rating at last inspection: This was the first inspection of the service since being newly registered with the Care Quality Commission (CQC) in February 2018.

Why we inspected: This was a planned comprehensive inspection.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.