Underhill House Residential Home

There were enough staff to meet the needs of people at different times of the day. These staff were recruited safely, using a robust process. People and relatives told us the service was always very clean and smelled fresh.

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 had choices over what they ate and drank, where they sat, and how they spent their time. The service arranged for local entertainers to come in but also catered for quieter tastes.

Staff were kind and caring and the service had a homely feel. People were treated with dignity and respect and their families welcomed whenever they visited.

People accessed healthcare services where needed and professionals we spoke with had a positive view of the service. There was an emphasis on putting people first and making sure they were happy and well. Care plans included information about people's life histories and what care and support they needed from staff.

The service was well-led. Aspects of the running of the service were regularly audited and there was a good understanding of regulatory requirements, including the need to be open and honest when things went wrong. There was an open culture where staff felt supported through supervisions, training, and the open- door policy of the management team.

We made one recommendation that signage in the service was reviewed to ensure it met the needs of people living in the service.