People at the centre told us they were provided with written information regarding Vitalise and specifically around Sandpipers. They said the information was informative in respect of what the centre provided and this included the level of care and support they would experience. The documents also gave details about the staff and volunteer service. Vitalise has a volunteer force at its centres and they spend time with the guests on a 'one to one' basis or within a group. Their primary functions is to assist with social arrangements.We spoke with a number of people and asked them specifically about their experiences of how the service involved them and kept them informed. We were also able to make general observations of people's well being, as further evidence of inclusion. Everyone we spoke with said they were able to talk freely to the staff and that their views were listened to and respected. For example, when the staff asked people if they would like to go out on the organised trip from the centre people were able to decide whether they wished to participate. Some people decided to stay at the centre and others to go out locally. They told us they could choose how to spend their day, staff respected their decisions and that having this choice was an important part of their holiday. People were of the opinion that their views were taken into account by staff in the decision making for social arrangements and care and treatment they received at the centre. An individual told told us the staff had discussed at length a medication that needed prescribing and they thought this was a good part of their care. Likewise a another person said a good holiday should involve a relaxed routine and the staff were mindful of this when providing care and support and also arranging entertainment at a time to suit each person. People's comments about the centre included:
'The staff always ask me what I would like to do"
"They respect my decisions"
" The staff check the care I need"
"It is good that you can come with a relative, a carer or on your own"
'I like all the entertainment.'
We spoke with a number of people at the centre and they confirmed their views, wishes and care needs were recorded following discussion with the staff. They told us their consent was gained for their care and treatment and that this information was initially obtained when completing the booking form for the stay at the centre. They said this was then followed up with a telephone call and discussion at the centre on arrival. A relative told us that the staff always made sure any changes to their family member's care were discussed with them. A person also informed us that they had been consulted regarding an appointment with the centre's GP and were aware of how this referral had been arranged.
People informed us they were pleased with the way in which medical and social information was sought and that the staff 'did a good job' in making sure their care was given according to need.
On the day of the site visit we spent some time observing the care and talking to people staying at the centre. Peoples' dependencies can vary we asked a number of them about the care and support they received. Their comments included:
'The staff are very good'
'The nurses help me with my medicines'
'I ring the call bell and the staff come to me and help me'
'The staff help me to get washed and ready in the morning'
'Having the volunteers is great'
'The care is ten out of ten.'
'The volunteers are so chatty and it is nice to have them to talk to'
'The staff appear to gets lots of training, as they are very good at making sure we are well looked after'
We saw people being helped with different aspect of care and getting ready for the trips out. Although the centre was very busy in the morning the staff were attentive to everyone's needs. The volunteers were on hand to assist with the social arrangements and to support people getting ready for the trip out.
People we spoke with at the centre said they felt safe. For example, they said the staff were competent in using equipment for helping them in and out of bed, or using the aids/equipment in the bathrooms. They also confirmed they were able to raise any concerns and that they had confidence in the staff's ability to deal with their concerns.
We spoke with three people who were on holiday at the centre about their medicines. Two of these people said nursing staff gave them their medicines properly and they had no concerns about the way they were handled. One person that was looking after their own medicines said they were supported to do this by staff and they had no problems. A lockable cupboard had been provided to keep them in and they said nursing staff had discussed this with them to make sure they knew about storing them securely. Likewise, a guest reported that they were pleased they could retain their independence by looking after their own medicines.
One person said they had their medicines given to them properly and two of their medicines used for pain relief were always offered at every medicines round.
People told us they were given the opportunity to talk with the staff about the centre and also to complete satisfaction questionnaires following their stay. We asked people about the quality of their holiday and we received the following comments:
'Very good indeed'
'The food is fine'
'The party night is very good'
'I come hear each year and always enjoy my break'
'The staff are really good'
'I like getting a questionnaire, as I can make suggestions'
'I love coming here'
We looked at some of the recent satisfaction questionnaires, which had been given to people following their stay. Their comments included:
'I don't believe you can improve it'
'The quality of the care was exceptional'
'The quality of the meals need to be vastly improved'
'We enjoyed the standard of the place and holiday'
'Keep serving fresh food'
'Better food options for vegetarians'
'Sandpipers is excellent. The staff are fab and I will be coming back'