Newstone House

People received outstanding care at the end of their lives. Staff ensured people at the end of their lives experienced a comfortable, dignified and pain-free death. Staff were skilled, competent and provided emotional support and practical assistance needed at the end of the person's life.

People felt safe and looked comfortable and relaxed with the staff who supported them. People were treated with kindness and respect by enough staff who had been recruited safely and had the skills and required training to support their needs. A relative told us, "They (staff) are very nice, always friendly, helpful, and efficient."

People lived in a home which was pleasant, welcoming and well maintained. Risks were managed effectively for individuals and the environment. Assessments of people's needs were comprehensive, with outcomes identified. Care and support was regularly reviewed and updated. Changes in people's risks were promptly identified, and referrals to health care professionals were made to seek additional support in a timely manner.

Risks of infection to people was minimised because staff followed up to date guidance on the use of personal protective equipment.

People's medicines were generally managed safely, and they received them as prescribed for them. However, we identified some areas for improvement.

People had access to sufficient food and drink and were supported to eat and drink properly, their personal care needs were met, and their dignity and independence were considered. The dining environment was pleasant and there were enough members of staff to provide personal support. The management team had identified the food management at the home was an area which they could improve on and had taken action to address this.

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.

People and those important to them were involved in making decisions about their care and asked their opinions about the home. They said they were happy with the care and support they received and said they would recommend it to others.

The provider recognised the importance of supporting and caring for their staff team and had good staff retention. They were actively recruiting and used the services of agency staff where their own staff could not fill any duty gaps. Staff felt supported and valued by the provider and said staff morale was good. One member of staff said that following the challenges of the pandemic there was a focus on mental wellbeing for staff and people who lived at the home.