Greenacres Care Home

The service demonstrated a culture of safety, openness and continuous learning. Risks were assessed and managed in the least restrictive way, and staff worked in accordance with the Mental Capacity Act 2005 and DoLS requirements. Safeguarding processes were in place, with staff trained and confident to raise concerns. The home environment was clean and regular health and safety checks were carried out. Staffing levels were appropriate for people’s needs. Safer recruitment practices, and ongoing staff training were in place. Partnership working with relatives and healthcare professionals supported people's health and wellbeing. Medicines were managed safely, with a minor area for improvement identified around the detail contained within some medicine protocols.

People’s needs were assessed before admission, with care plans and risk assessments developed in partnership with people and their relatives and reviewed regularly to ensure care remained responsive to changing needs. Staff followed recognised best practice guidance to deliver safe and effective care. People were supported to access healthcare services when needed. Nutrition and hydration needs were monitored, with tailored support provided at mealtimes.

People were supported to make their own decisions wherever possible and staff sought consent before providing care. Staff took time to understand people’s needs and preferences which enabled them to provide personalised support that promoted choice, independence and wellbeing.

Care plans reflected what mattered to people and were regularly reviewed with people and their relatives to ensure support remained relevant and responsive. Staff knew people well, worked with relatives and professionals, and adapted their approach to meet individual needs. They also promoted informed decision-making and supported positive outcomes. People and their relatives were actively involved in planning and reviewing care, felt listened to, and were confident that concerns or suggestions would be acted upon. The provider promoted equality, inclusion and accessibility, making reasonable adjustments to reduce barriers and ensure people could access the care, support and activities they needed. People were also supported to express their wishes about future and end-of-life care, with staff respecting and recording individual choices and preferences.

There was a positive and inclusive culture focused on delivering good quality, person-centred care within a homely and welcoming environment. Leadership was visible, approachable, and responsive, with staff feeling valued and confident to raise concerns. Governance systems supported oversight and continuous improvement, while partnership working with relatives, health professionals, and community organisations helped promote positive outcomes for people. The service demonstrated commitment with ongoing efforts to enhance care delivery, embed good practice, and respond constructively to feedback.