A revised complaints procedure was in place. This set out who people could complain to and the timescales for responding. Complaints leaflets were available at the service. Staff had been handing these out to people at the end of their stay.
We observed staff interacting and supporting people in a positive manner. People communicated their satisfaction with staff by certain gestures such as, flickering with their eye lids and smiling. We observed staff responding to people promptly when they requested assistance with personal care.
We spoke with relatives of two people who used the service. They said 'the care is good.'
One person told us they enjoyed the choice of meals that were on offer. They said they particularly enjoyed the choice of breakfast cereals that was available. The person said 'I like cornflakes best.' The person said 'I enjoy my food.'
We observed people and staff were at ease together. People's movements were not restricted and they were free to wander in and out of the communal lounge and their bedroom.
A relative of a person who used service said staff ensured their family member received their medication on time and in a safe manner.
We observed where people were less able to initiate communication; staff interacted with them and checked whether they needed anything.
Relatives of people who used the service said that they had never had the need to make a complaint
One person told us their stay had been 'alright'. Some other people who were able to express themselves verbally said they had enjoyed being at the service. We saw people who could not communicate verbally smiling and laughing with staff.