Lugano Residence for the Elderly

This report details the findings of an unannounced inspection at Lugano Residence for the Elderly, which provides accommodation and support for up to 27 individuals, including those with dementia. The inspection assessed the service against key areas to ensure it meets high standards of care. Overall, the service was found to be consistently meeting these standards, with a focus on continuous improvement and positive outcomes for residents. The inspection team gathered information through observations, discussions with residents, relatives, and staff, and by reviewing care records and relevant documentation.

Regarding safety, the home ensures residents are protected. Robust recruitment processes are in place, meaning staff are appropriately vetted before employment. There are sufficient staff on duty to meet resident needs and prevent harm. The service actively assesses and manages health and wellbeing risks, and medication management is overseen with good procedural structures.

On how effective the care is, residents are supported by well-trained staff who understand their needs. The management team demonstrates a strong grasp of mental capacity legislation, ensuring residents' best interests are always considered. The home also pays close attention to residents' nutritional needs, ensuring they have adequate food and drink with plenty of choice.

In terms of how caring the service is, staff consistently demonstrate empathy and kindness, with a deep understanding of individual resident preferences. A key focus is on promoting residents' independence by supporting them to make informed decisions about their daily lives. A particularly touching example highlighted how a resident's musical composition was recorded by a local band, bringing them significant joy.

Looking at how responsive the service is, residents and their families are actively involved in care planning and reviews, with changes made as needed. The service ensures residents can pursue their interests and participate in social activities. Complaints are handled in a timely and appropriate manner. One area noted for immediate attention was an outdated care plan for a resident with a recent diagnosis, which was subsequently updated.

Finally, concerning how well-led the service is, there are effective systems for monitoring and improving care quality. The registered manager is visible, approachable, and dedicated to continuous improvement, regularly reviewing practices. Staff feel supported, with good communication channels and a positive morale. Regular audits cover various aspects of care, and important information is securely stored.