What makes us stand out?

We base our care around you as an individual. To help us to do that, we adhere to a set of important principles in line with the CQC’s key lines of enquiry outlined below.

Safe

Abbeyfield (Lakeland Extra Care) Soc Ltd will do everything possible to keep you safe from all forms of abuse and neglect, working with you and other agencies to prevent avoidable harm.
​We do this by:​

• Ensuring that our staff are well trained and skilled to provide the right care and support, are able to recognise signs of abuse and report them swiftly
• Giving you the information, you need to make informed choices and take informed risks. Staff at Abbeyfield (Lakeland Extra Care) Soc Ltd understand and ensure the balance between your informed risk- taking, and the responsibility to ensure the safety of you and of others​

• Keeping a clean environment free from hazards and keeping infection under control
• Supporting you with any medication needs carefully to minimise the risk of errors

Effective

We believe in care that meets your needs because you are involved fully in your care and its arrangement.
Each Resident is celebrated and supported to be an individual, to have their own social, emotional, spiritual, cultural, political and sexual needs accepted, supported and respected. The service we provide is effective because:

• We employ the right staff for you who have the right knowledge, skills and qualifications to fulfil your wishes and to enable you through care
• We will ask for your views and ideas on daily living arrangements and enable you to contribute to any proposed changes
• We will make information accessible and in a way that you can understand, both about your care (including medication) and the services being offered
• We will consult you on your wishes, history and preferences in the assessment and put this in your Care Plan. We will ensure that this is up to date when your Care Plan is reviewed. We will make sure that your Care Plan is updated if your care needs change

• We will ask for your informed consent to care and any changes to it in all decisions about your care
• The principles of the Mental Capacity Act will be followed, and we will ensure that, where you cannot give consent, best interest decisions will be made following the Mental Capacity Act principles
• You will be supported to achieve as much independence as possible, emotionally, physically, intellectually and socially and without unreasonable restrictions
• We will keep information about you confidential and will tell you how we use your personal information, how we store it and how long we keep it for. You can talk to our the Manager  if you are concerned about your personal information

Caring

​Abbeyfield (Lakeland Extra Care) Soc Ltd provides a caring environment which supports a person-centred approach because:

• Staff will take an interest in what makes you, you; the things you want to share from memories, the things you like and don’t like, current interests, wishes and new pursuits
• Staff will treat you with dignity in the way they speak with you and the way they behave
• We will assist you in continuing to use your skills and in pursuing your interests, as well as facilitating a varied range of new skills and interests to try if you would like
• Staff will create a stimulating environment which enables you to be as active as you would like to be
• We will uphold your right to privacy in all aspects of your care, personal affairs and belongings, undisturbed and free from intrusion and public attention

• All information about Residents is treated as confidential and only shared with members of staff, visiting professionals or organisations for the provision of care with your consent or your representatives
• Information about you will be protected and stored to meet legal requirements and will only be kept for as long as is necessary
• We will make sure that you understand information and what is said, providing you with the support you need, and giving you the help that you require to make your voice heard
• You will be supported to carry on relationships and have access to family, friends, facilities and the community

Responsive

Abbeyfield (Lakeland Extra Care) Soc Ltd will be responsive to what we see, hear and know, to ensure that you
maintain your health and wellbeing.

• Care staff will ensure that they are up to date with what is in your Care Plans and make changes when they are needed
• Abbeyfield (Lakeland Extra Care) Soc Ltd welcomes complaints, compliments and issues raised and will always take them seriously, investigate and take the action needed to put things right, and improve the service we offer
• Staff will work with other professionals to ensure that your care is joined up

Well Led

​Abbeyfield (Lakeland Extra Care) Soc Ltd is a well-led organisation, knowing its responsibilities and carrying them out

• The management staff of Abbeyfield (Lakeland Extra Care) Soc Ltd are both visible and approachable for Residents and staff alike
• Abbeyfield (Lakeland Extra Care) Soc Ltd has the skills to monitor the service and make changes when they are needed
• When things go wrong, Abbeyfield (Lakeland Extra Care) Soc Ltd and its management staff are honest with you and give solutions on how to put things right

Freedom from Discrimination

Abbeyfield (Lakeland Extra Care) Soc Ltd has a zero-tolerance approach to all forms of discrimination and will take action when it is found. Discrimination means being treated unfairly on the grounds of; age, being or becoming a transsexual person, being married or in a civil partnership, being pregnant or on maternity leave, disability, race including colour, nationality, ethnic or national origin, religion, belief or lack of religion/belief, sex, sexual orientation or social standing.