Consort House Nursing Home

The service is on three floors, with access to upper floors via a shaft lift. All bedrooms have en-suite facilities. There is an outside garden area.

People told us they felt safe living at the service. Overall, people and relatives told us there were enough staff to meet their needs, however others, including staff felt there needed to be more. The registered manager and provider had taken pro-active action to improve staffing numbers, and retention but stressed this was an ongoing area that required improvement.

We therefore recommend, as part of the providers overall governance framework, they listen to people and staffs continued feedback about staffing levels and act as required.

People told us they felt staff had the skills and experience to meet their individual needs and staff were complimentary of the training and support they received.

Assessments of people's needs were comprehensive, expected outcomes were identified and care and support, was regularly reviewed. The service worked with agencies to ensure people's care and support needs were met and co-ordinated.

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 who had risks associated with their care, had these managed consistently and safely. People lived in a service which was clean and free from odour, and the environment was assessed for risks. The design and decoration of the service took account of dementia best practice, and people's bedrooms were personalised.

People were highly complimentary of the food, and people's nutritional likes, and dislikes were known and catered for. People were encouraged and empowered to keep active and socially stimulated.

People and relatives felt confident to complain, and to speak with the registered manager at any time. There was an open culture where by all safety concerns which were raised were valued and used as learning and improvement.

People had care plans in place regarding their health and social care. Care plans were individualised, so staff knew how people wanted and wished their care and support to be delivered. People's medicines were managed safely, and they received them as prescribed. People were supported with dignity and compassion at the end of their life.

People and staff told us the service was well managed. Staff were proud and motivated to work for the organisation. There was constructive engagement with staff, and people who used the service to ensure a safe and quality service.

The registered manager and staff engaged positively with stakeholders to help build seamless experiences for people. External professionals and stakeholders were positive about the management and leadership of the service, and of their proactive engagement.

Since our last inspection, a new governance framework had been created to help effectively identify where improvements were required.

The registered manager and provider were highly passionate about continuous development and admitted when things went wrong, which demonstrated the requirements of the Duty of Candour (DoC), to be open, honest and transparent.