Bendigo Nursing Home

People's experience of using this service: The service was Good.

People told us they felt safe living at the home. One person said, "I am very happy here, I feel safe and there is no sign of abuse." Risks to people were assessed and managed effectively. Staff understood their responsibility for safeguarding people and knew how to report abuse. There were enough suitable staff to care for people safely and the provider had robust recruitment procedures. People's medicines were administered safely and infection control procedures were robust. Incidents were recorded and monitored and lessons were learned when things went wrong.

People told us they had confidence in the skills of the staff. Staff received the training and support they needed. Staff understood their responsibilities regarding the Mental Capacity Act 2005. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this. People's needs were assessed in a holistic way taking account of people's diverse needs and their preferences. People were supported to have enough to eat and drink and to access health care support when needed. Staff were kind and caring. People had developed positive relationships with staff who knew them well. A relative told us, "The staff are excellent, it gives us great peace of mind." Staff involved people in making decisions about their care and support. Staff maintained people's privacy and treated them with dignity and respect.

Care was provided in a person-centred way. People were supported to maintain contact with people who were important to them. Staff were responsive to people's needs and ensured that people's information and communication needs were met. People were encouraged to access activities and to maintain their interests. People were confident that any complaints would be addressed. Staff supported people to plan for end of life care and respected their wishes.

People, their relatives and staff said that the home was well-led and spoke highly of the management of the home. There were a range of systems to monitor standards and to improve the quality of the service. People and their relatives told us their feedback was listened to. The provider shared information in an open and accessible way. Staff worked collaboratively with other organisations to meet people's needs.