St George's Hotel

Medicines were not always managed, administered or checked in line with best practice. This increased the risk of errors.

Staff had received training appropriate for their role; however, when practical in-house training had been delivered, there were no records staff had received this. Some improvements were required in relation to safe staff recruitment. The new provider had completed audits and checks of the service including engaging an external consultant to complete a mock inspection of the service. They had used the results of these to produce an action plan to improve the service; however, some improvements identified in the inspection had not been highlighted in the provider's checks.

People felt safe living at the service and staff understood their responsibilities for keeping people safe and reporting any concerns. Staff understood people's health needs and sought external support promptly when necessary.

People told us they liked the food but people who had specific dietary needs or wishes sometimes had limited options available to them.

People's rooms were personalised to reflect their tastes. The provider had a plan in place to improve the premises and decor.

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.

Staff knew people well and were responsive to their needs. People and relatives told us staff were caring and kind. One person told us, "I couldn't be looked after better." Staff described how they protected people's privacy and dignity and promoted their independence where possible. The provider told us they were in the

process of increasing the opportunities and activities available to people.

The provider had ensured people, relatives and staff had been consulted about the quality of the service and had listened to and acted upon any changes suggested.

People, staff and relatives gave positive feedback about their experience of the service. Staff felt supported in their roles and were positive about the registered manager and the provider.