We observed the way staff interacted with people, spoke with ten people using the service, four visitors and a visiting healthcare professional. One person said, 'This is a lovely place to live, we are well fed, well looked after and the staff are kind and helpful.' One visitor told us, 'The staff are very caring and committed to the people here. Nothing is too much trouble.' Another visitor, who was dissatisfied with the service, was in contact with the providers and the local authority safeguarding team who were working together to try to resolve the matters they had raised.Overall we found that people received safe and appropriate care, which met their needs and suited them. People had their privacy, dignity and independence respected and wherever possible were included in decisions about their care.
People who used the service were protected from the risk of abuse, because the provider, when follow up by senior staff, had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening.
People were given their medicines at the time they needed them. However, we found medication records and systems needed some improvement.
There were enough qualified, skilled and experienced staff to meet people's needs all of the time, apart from some Sunday afternoons, when there was a reduction in staffing levels. Staff were receiving core mandatory training and this was being monitored by the manager.
Care records were not always accurate, fit for purpose and well maintained. Written information did not always evidence that people were receiving safe and appropriate care and lacked sufficient guidance for care staff and nurses to refer to.