People we talked to told us they feel staff working in the home treat them with dignity and respect. They told us they have time to spend with them and help them with personal tasks. Comments included, 'they always take their time with me and I never feel rushed by them", " Staff are very patient; they have a lot to do but they always seem to have time for us".
Staff told us they thought it was important to make time for people so they feel valued. They told us they always try and act in people's best interest. Comments included, 'I think it's very important that people feel listened to',' I always make time for people even though it can be difficult sometimes, because we are always busy".
We spoke to some people who told us they are involved in their care planning process. Comments included, 'The staff tell me about things I need to know", " I always know when I have appointments because the staff tell me".
Staff told us they keep all files up to date, and they have delegated responsibilities for completing and updating care planning records, which is overseen by the manager, so that information is accurate and up to date.
Records we looked at and people we spoke to told us their needs were being met by the service, and people had access to a range of services which met their individual needs.
"They take care of everything so I don't have to worry about anything'.
People told us they loved the choice of activities and that the activity co-ordinator was "very good at his job".
"There's always something going on, and if you don't want to join in you don't have to".
Some people told us they don't like to join in things. "I'm not a person who likes to join in group things, but I don't feel I have to".
The activity coordinator told us they like their job and feel they take into account everybody's needs including those who are not always able to join in group activities. "I think it's important to listen to the needs of everybody. There is always something for people to do even if they are bedfast".
We spoke to the cook who told us they enjoyed preparing meals for people in residential care and they have a good understanding of the nutritional needs of older people.
'We get to know what people like and don't like, and what their favourites are".
People we spoke to about meals told us they liked the meals but didn't really know what choices there were.
Comments included, "I like the meals on the whole, but sometimes wish there was more choice".
Staff we spoke to told us they have a good relationship with the local doctors and district nurses, and social workers. 'We have a good working relationship with all the practices we are involved with".
Staff we spoke to told us they have received training in safeguarding people. "I have had training in safeguarding people, and they also go through it during the induction period".
"They are always working hard to keep the place spick- and- span", "They make sure it's clean and work hard to ensure all the rooms are cleaned and tidied every day".
The infection control practitioner told us they have no ongoing issues or concerns with the home.
We saw people being given their medication. Staff were seen to be following safe practices in the way they administer and record medication.
Staff told us they feel they have the necessary knowledge and skills to safely administer medication. They told us only qualified nurses administer medication in the home.
People we spoke to told us they like the way the homes environment, and felt the standards of the home were very high.
'I think it's a lovely home, with a lot of the old features still in here".
"You can move around and there is a lift upstairs if you need it".
Staff we spoke to said they think it's a nice environment in which to work.
"It's got a lot of clinical things with it being a nursing home, but it still has that homely feeling about it".
Staff we spoke to told us they had all the necessary checks before they started to work in the home. 'I know I had checks before I started to work here".
Staff told us they felt they had a good opportunity to train in different areas of care. 'The manager encourages us to go on courses when they come up".
"I'm here for training today".
People we spoke to told us they think the staff are very supportive. They told us they like the fact there are not many changes to the staff team so that they can get to know them.
Staff we spoke to said they felt there is a good staff team. They said each shift has a good skills mix, and that the communication between them is good. "We have daily updates at handover and it is expected we share information so that we know if there are any changes in peoples needs".
By speaking to people using the service we were told they are asked about their care and treatment.
Comments included, "they do ask how things are and are we happy with everything".
"I think I can say when I don't agree with something or when I am very satisfied with something, I tell them".
People we spoke to told us they felt confident they could raise an issue of concern or complaint to the staff or managers if they felt they needed to.
Comments included, "I've never had to complain about anything whilst living here, but they tell you what to do if you need to complain".
"I'm a regular visitor and I would know who to go to if I am not satisfied about something and I have the confidence it will get sorted out satisfactorily".
People we spoke to were aware they had care plans and written information about them.
Comments from staff included, " We are made aware of how to keep records about people and to make sure they are confidential"