Number Residential Care Home

People and relatives told us they felt safe at the service. People were protected from the risk of abuse or harm because staff knew the action to take should they suspect or witness any abuse. Risks to people were assessed and appropriately managed to ensure people received safe care. Appropriate infection control practices were followed by staff. Recruitment checks were carried out to ensure staff employed were safe to work with people. We found some areas for improvement were required in relation to recruitment records. Systems were in place to report and learn from any incidents where restrictive practices were used.

People were cared for and supported by staff who were suitably trained and supported to effectively perform their roles and responsibilities.

Right care Care was person-centred and promoted people's dignity, privacy and human rights. Relatives told us staff were kind and caring towards their relative and treated them with dignity and respect. Relatives confirmed they were included in decision making about their relative's care. People were supported to maintain their privacy, dignity and independence by staff who knew them well.

People had their communication needs met and information was shared in a way that could be understood.

People were supported to access food and drink that met their dietary needs and wishes. People were

supported to stay healthy and well. Staffing levels were determined by the level of individual care required for people using the service and funding arrangements.

Right culture The ethos, values, attitudes and behaviours of management and care staff promoted a service which was inclusive, empowered and encouraged good outcomes for people who used the service. We found some rooms lacked personalisation, the registered manager told us this was due to people who expressed anxiety and anxiousness. Relatives and staff spoke positively of the managers, including the registered manager. The deputy managers ensured that staff had relevant training, supervision and appraisal. Governance systems ensured people were kept safe and received high quality care and support in line with their personal needs. Staff worked with other services and professionals to improve outcomes for people.

Relatives told us they were able to speak to management any time and were listened to. The management team was described as approachable and took action to resolve issues where needed. Staff told us they were well supported by the registered manager and were listened to and encouraged to discuss their views about the service.

Systems for monitoring the quality of the service were in place and regular audits took place. Continuous learning took place to improve the quality of the service provided to people.