Harrier House Care Home

The service had staff who were 'champions' in different areas of specialised care. This ensured high quality care was always delivered. All the people we spoke with praised the staff for their kindness, respect and quality of care. The service was maintained to an exceptionally high level and people were encouraged to personalise their surrounding and environment. One person living at the home said, "It's fantastic, I'm proud to live here."

People received their medicines safely. Where appropriate people were supported to take their own medicines. Regular audits and competency checks ensured people remained safe. Everyone we spoke with told us they felt safe living at the home and praised the registered manager for the service they received.

Staff were recruited safely and trained to a high standard. There were enough competent staff on shift to ensure people were safe and received good quality care. Staff members told us they were encouraged and given the time to sit and socialise with people to build open and trusting relationships.

The premises were cleaned and maintained to high standard. Staff were knowledgeable about infection prevention control. One staff member said, "It's everyone's responsibility, that's what keeps people safe."

People were treated with respect and their dignity and independence were always supported and encouraged. Activities and clubs were formulated and designed around people's interests. The service employed activity co-ordinators and ensured each floor had a dedicated staff member daily. The home had an activity book with photo memories of activities and outings. Staff took pride in being able to show this to relatives to include them in the experiences.

Staff made sure that people maintained relationships that mattered to them, such as family, community and other social links. People and relatives told us they felt confident to give feedback and raise concerns if needed. End of life care planning was done sensitively, and incorporated peoples wishes and beliefs. Care plans were continually reviewed as people's choices and wishes changed.

People told us the service was well led and placed them at the heart of everything. Relatives we spoke with supported this and told us management went above and beyond. Management and staff were clear about their roles, responsibilities and continuously looked for ways to develop and improve the service and the level of care provided.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.