Updated 3 October 2024
Date of Assessment: 8 to 9 October 2024. The service is a residential care home; registered to support both younger and older adults. At the time of the assessment the service was only supporting older adults.The service had a good learning culture. People were protected and kept safe. Staff understood and managed risks. The facilities met the needs of people, were clean and well-maintained. There were enough staff and staff were suitably trained. Medicines were not always managed well, but the registered manager started to make improvements during the assessment process. People were involved in assessments of their needs. Care was based on latest evidence and good practice. People always had enough to eat and drink. Staff worked with other agencies to ensure people had good outcomes. Staff made sure people understood their care and treatment to enable them to give informed consent. People were treated with kindness and compassion. They treated them as individuals and supported their preferences. For example, people had choices about how they would like to be woken up by staff. People had choice in their care and were encouraged to maintain relationships. Staff responded to people in a timely way. The service supported staff wellbeing. People were involved in decisions about their care. The service provided information people could understand. The service was easy to access and worked to eliminate discrimination. The service was exceptional at supporting members of the lesbian, gay, bisexual, transgender, queer (LGBT+) community. Leaders and staff had a shared vision and culture. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. The service was exceptional at promoting a diverse workforce where staff were treated equally. Staff understood their roles and responsibilities. Managers worked with the local community to deliver the best possible care and were receptive to new ideas.