When asked whether members of staff listened to what people wanted, a person said 'We tell them what we need. They talk about it. Sometimes they do and sometimes they don't'. However, another person said 'Sometimes I feel they're not listening to what I say'. People were able to choose to spend time in their rooms, as they wished, or they were able to socialise in the communal areas and take part in activities e.g. quizzes and exercises. Some people told us 'There isn't much in the way of activities'. When asked about personal care a person told us that they would prefer to have a female carer. 'The staff are nice but it's embarrassing for an old lady'. However another female person living in the home said that they did not mind receiving assistance with personal care from a male carer. People using the service confirmed that consent was sought before providing care.
Although people were unaware of their care plan they were satisfied with the care received and with the assistance given. They confirmed that the menu offered alternatives and a person told us 'The kitchen staff are good. They tell me what there is and they are making me egg, tomatoes and bacon instead today'. Comments about the meals included 'Very good', 'Not a 100%. They do lovely sandwiches here but we used to get more variety'. When other people were already eating their meals we heard one person asking where their meal was and another person said to us afterwards that 'you sit there and wait and wait and wait'. People had opportunities to exercise choice and one person said 'I don't have lunch, I have it at 5pm'.
People old us that they felt safe living in the home and comfortable with the people supporting them. 'Oh yes, it's safe. No one comes in without the staff seeing'. 'They talk to you, check you are OK'. If they were worried about anything they told us 'You can talk to the one who cares for you most of the time (key worker)'. People told us that they were satisfied with the arrangements for managing their medication and that the support provided was reliable. 'They remember to bring my medication'.
People were pleased with their surroundings. They told us that 'It's like having my own flat'. However one person said that their room was OK but it was 'a bit near the tank. It can be noisy but I sleep through it'. The home was kept clean 'people come in (the rooms) to clean every day'. They were satisfied that everything in their room was in good working order or, if problems occurred, they were dealt with quickly. 'I reported the toilet last week and they got a plumber right away'.
Comments made about members of staff included 'The staff are very nice. They try their best' and 'The staff are excellent'. When asked about staffing levels they said 'If I ring the bell they come quickly, more so in the day' and 'I think there could be more staff'. Overall people who used the service were satisfied with the service received and with the quality of care. They told us 'The care is good, that's fine, not changed'. They knew who they would speak to if they had any concerns and were aware of their right to complain if they were not happy about the service provided. Most people said that there had not been any need to make a complaint.