Nightingale House

People received person centred care that reflected their support needs and lifestyle choices. People were supported to express their individuality and their strengths. Their skills were displayed and celebrated. People enjoyed living at the service and took part in activities meaningful to them. People felt confident to make a complaint and knew their concerns would be listened to and resolved. People received outstanding end of life care and the support also extended to those that mattered to them.

People were supported to eat and drink healthily. Staff put great effort in ensuring people experienced good dining. People were involved in menu planning and used opportunities to feedback their views and share recipes and food preferences with the catering team. People's quality of life was enhanced by the building, gardens and grounds which were impeccably maintained. Refurbishments were done when needed. People benefitted immensely from the use of innovative technology which also aided inclusion.

People were supported to access healthcare services. They enjoyed provision of in-house facilities and immediate access to professionals such as a general practitioner, physiotherapist and dietician. An enabling environment ensured people followed a healthy lifestyle which aided recovery and had a positive impact on their wellbeing.

People, their relatives, friends, staff described the leadership as exceptional and they enjoyed an inclusive and supportive culture. Staff told us the registered manager and management team had a visible presence at the service and ensured people were at the centre of everything they did. Staff were enthusiastic, motivated and felt well supported in their roles. The provider championed the well-being of staff and offered opportunities to progress their careers. The quality of care underwent robust multi-layered checks which enabled the provider to develop and sustain an outstanding service.

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 told us they felt safe at the service. One person told us, "Oh God! It is safe! They keep me safe. Everything here is set up to keep you safe." Staff knew how to identify and report abuse or poor practice. They understood their responsibilities to escalate concerns and whistleblow to keep people safe. Sufficient numbers of skilled staff who knew people well provided care. A relative told us, "There are a lot of staff so I know there are people around looking out for [person]."

People were supported by staff who underwent safe recruitment processes. People's medicines were managed and administered safely by competent and trained staff. Risks to people were identified and managed whilst supporting them in a manner that least restricted their freedoms and respected their choices. Staff minimised the risk of infection and promoted the prevention and control of spread of disease which enabled people to keep safe from avoidable harm.