Nightingale House

Staff knew people who used the service well and they provided care and support to them in a kind and compassionate way. People were treated with respect and were given information regarding their care and their views were taken into account. Staff were aware that people's information should be treated confidentially. People received care and support in accordance with their preferences, interests and diverse needs.

People received personalised care and support that was tailored to their individual needs. Care plans were informative and had sufficient instructions for staff on how to deliver care and support to people, in accordance with their wishes. Care plans were reviewed and updated in a timely manner. People were supported to engage in meaningful activities of their choice and were involved in the local community. People and their relatives knew they could speak with staff or the management team if they had any concerns.

There was an open culture within the service, which was focussed on people. Staff were clear about their roles and responsibilities and had access to policies and procedures to inform and guide them. The provider had system in place to assess, monitor and improve the quality and safety of the services provided. The provider continually sought feedback about the service from people, relatives, staff and other professionals. The management team worked closely with other health and social care professionals to ensure the people received the care and support they needed.