Archived: The Bungalow

During our visit we saw that people in the service were spoken to in a respectful way. We saw staff were polite, friendly and helpful and that people's privacy was respected. For example, staff knocked on people's door before entering their rooms.

We saw that people received good quality care and support. We saw well-written care records that provided clear guidance for staff. These plans had been developed with each individual's families, and documented people's preferences regarding how their support was provided.

Information about the service was available in pictorial form for people who did not read. This meant that people could be supported to make their own informed decisions and choices.

People were supported by a staff team who had appropriate knowledge and up to date training regarding safeguarding.

We saw that the provider had an effective system for monitoring and assessing the quality of the service which regularly took into account the view of people and their families.

People appeared very comfortable in the presence of staff and it was evident staff knew people well. Staff were observed being kind, caring and patient when they supported people.

We observed that staff responded quickly to any requests for assistance. They were skilled in recognising and responding to people's needs where the individuals were unable to communicate their needs verbally.

We looked at two care plans. These were personalised to the individuals' and gave details about their preferences as well as their physical and mental health needs. We saw that people who lived at the home or their representative had been involved in the regular review of their care needs.

The home had policies and procedures for recognising and reporting abuse and whistle blowing for staff. All staff spoken with were aware of issues of abuse and knew how to report any worries or concerns. All said they felt confident that any reports of abuse would be fully investigated to ensure that people were protected.

We saw that that information about the home had been produced in accessible formats for the people who lived there. This meant that people could be supported to make informed decisions and choices.