People were observed to be dressed in their own style with clean clothing. People who use the service and their representatives told us they were happy with the care and support provided in the home. They felt that staff were approachable and supportive in meeting their needs. Comments included, 'Staff always ask me what I want like - would you like a shower today', 'All the carers are very tentative, they are very good with x'they have been wonderful with x. X has always presented clean, whenever I come the appearance of x's clothes is spotlessly clean, the home is really homely and caring. I believe they treat x as if x was part of their own'.People said they were able to see a doctor and other health professionals when they needed to. Comments included 'If I said I needed one they would be here the next day (doctor)', 'The dentist comes here', 'They were here yesterday, they do a good job' (chiropodist).
We saw that medicines were being given to people as appropriate during the morning and at lunch time and people confirmed that staff gave medicine to them 'in the morning and at night'.
People told us what it was like to live in the home on a daily basis. Comments included, 'We '.can visit when we want, x also has a friend who takes x to church'. 'People come in there is entertainment of all sorts, we have special parties, when the weather is decent they take people out every day'. 'I have the freedom to come and go as I want'. 'X is kept involved and has had a meal in the home with x'. 'I am kept informed at all times about having a doctor in'. 'Ruban (provider) and Kam (manager) can't seem to do enough for you'.
There were mixed views about the food. Comments included 'I am a vegetarian, there is enough variety yes, plenty really'. 'The food is 'the same everyday not much variety'. 'We don't know till lunch time what we are going to have, its vegetables and mash every day'. 'The food is excellent'.
We spoke to service users and relatives during our visit to establish how satisfied they were with the staff team. People told us, 'I am happy and satisfied with the care and attitude of staff. I have seen staff asking other people if they are ok'. 'Staff are very good they do everything for you'. 'They are all very helpful'. 'Staff are friendly very nice'.
People said their rooms were cleaned regularly and commented that the cleanliness of the home was 'fine', 'no complaints'. People told us that if they did have any concerns or complaints they would talk to management staff. They told us, 'any problems I feel would be sorted out'.
Although positive comments were received from people there were areas identified for improvement that could impact on people's care. This included insufficient information about the additional support that people with dementia required and limited numbers of staff who had completed dementia care training. We found that a person who had dementia and had shown aggressive behaviour was not being closely monitored to reduce any possible risks to others. There were areas of record keeping that were not accurate to ensure staff could effectively carry out their role.