12, 14 November 2013
During an inspection looking at part of the service
Toward this inspection we visited the home on two days, the first unannounced and the second so that we could discuss the changes with the registered manager.
We met people using the service but most were unable to give us information. We saw staff providing care at people’s own pace and taking their individual needs in account. We saw that there was a high standard of personal care delivered and that people looked well cared for. Staff were respectful and kind.
We checked the home’s web site and found that information about the service was a true representation. We were told that local advertising was now corrected so that people requiring information about the home could make informed decisions about its suitability. Written information about the home, given to people enquiring about the service, was clear.
We saw that additional signage at the home helped people find their way around the building. The registered manager was undertaking qualifications in the subject of dementia at a level suitable to her role and she had a good understanding of the needs of people with dementia. Staff confirmed that they received a lot of valuable training and we saw records of this.
Care plans were clear and informative and risks had been assessed. Where there had been a change in a person’s health it had been followed up appropriately. External health care advice and services had also been sought as needed where a person’s needs were complex.
Steps had been taken to address the one account of inadequate response to a complaint made about the home. People thought that complaints would be taken seriously and handled properly by the registered manager. We looked at the handling of three complaints and found this to be the case.