8 November 2013
During a routine inspection
We observed that staff respected people's privacy and dignity and sought their agreement before providing any support or assistance. The people we saw were relaxed, engaged with their surroundings and interacted with each other.
The people we spoke with told us they were comfortable and liked living in the service. One person told us, 'The staff are kind.' Another person told us, 'It's good here, I'm comfortable.' People told us that staff always asked their consent before they supported them, one person told us, 'They (the staff) are good here, I get what I need.'
One person's relative we spoke with was complimentary about the service and said they found that the staff were caring and supportive. They told us that their relative said that they were 'OK' and that they, ".... always say what they mean and would say if they were unhappy."
We saw that the service had taken precautions to protect people from infection and that staff had received training in infection control and food hygiene.
We saw that the provider had an effective system in place to enable people to make complaints and that they were managed properly.