9 November 2012
During a routine inspection
We saw that people expressed their views and were involved in making decisions about their care and support. We looked at minutes taken from residents' meetings which described the actions taken in response to people's suggestions. One person commented, "I wanted to go on a plane and the staff helped me sort it out."
People told us they were aware of their right to raise concerns and complaints. We looked at records which demonstrated concerns and complaints had been investigated and resolved to the complainant's satisfaction.
We looked at records which stated how people liked and needed to be cared for. The care staff we spoke with demonstrated an understanding of people's needs and told us that care records were reviewed on a regular basis to make sure they remained relevant to people's changing needs.
We looked at training records and talked to care staff about the training they had received to enable them to meet people's needs. We were told, "There are frequent opportunities for training" and "Training is planned for and helps us understand how to support the people who live here."