Because of difficulties with verbal communication we spoke with only one of the four people staying in the home for respite care who told us 'I like coming to stay here' Following our visit we also contacted family members of four people who regularly use the service to gain their views. All the relatives spoken with were complimentary about Cypress Road with comments such as: 'This is a wonderful home;' 'I'm highly delighted with the service;' and 'The place makes you feel so welcome it is like a family.'
Relatives told us how much their loved ones looked forward to and enjoyed staying at the home. One relative described how 'The staff give up their own time to put on events and raise funds for extras to make life better for the people using the service.'
One relative explained how the staff catered for people's preferences saying 'Though the home has an emphasis on fun and enjoyment for people when they stay, the staff have been very accommodating for [my relative] who prefers calm routine.'
Relatives spoken with told us how they and their loved ones were involved in the planning and choices about their care. One relative said 'We are actively involved in planning [my relative's] care which is reviewed yearly or more often if their needs change.' One person staying in the home told us 'I can do a lot of things for myself but staff will always help if I ask them' and added 'If I call them the staff come quickly.'
Another relative described how staff took time to get to know people in their care: 'By things staff tell me about my relative I know they have spent time getting to know and understand what she likes. This shows me they really 'care' for her rather than just doing a job.'
A relative told us 'It is difficult to leave [my relative] in the care of others but I think this home is incredible and have no worries.'
All relatives spoken with spoke positively about the staff and the managers. One relative told us 'All the staff are very friendly and very professional.'
All relatives said they felt they would be able to make comments or complaints and believed they would be listened to and their concerns acted on, without the fear that they would be discriminated against. One relative told us 'I have never needed to complain as the manager and staff care for [my relative] so well and are very responsive to any requests I have made.'