Waterside House

People were supported by trained staff who felt supported in their role. Staff had guidance about peoples' health conditions and they were supported in relation to these. People could access other health professionals when needed. People enjoyed the food and drink and had choices suitable for their needs. The building and environment was suitable for those living there and further improvements were being made to the décor and having memory boxes on all bedroom entrances. 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 were supported by a caring staff team who treated them with dignity and helped them remain independent. People were involved in decisions about their care. We have made a recommendation about ensuring end of life plans are in place. People had personalised plans in place which were reviewed and staff knew people well. People had access to a range of activities to partake in and work was ongoing to help people achieve a dream day out or activity. People were supported to communicate in a way that suited them. People and relatives felt able to complain and concerns were investigated and improvements made.

Systems were in place to monitor the service and identify areas for improvements, such as for medicines, care files, oversight of health conditions and the environment. We observed one person being given food which did not meet their beliefs, so we have made a recommendation to ensure all staff are aware of people's beliefs and to follow these. People, relatives and staff were engaged in the service and encouraged to feedback. The provider had a vision for their services to ensure people were supported well and there was a positive culture. The acting manager was aware of their responsibility regarding duty of candour. The previous ratings was being displayed and notifications were being submitted as necessary. The service worked in partnership with other organisations.

Rating at last inspection The last rating for this service was good overall, with requires improvement in safe (published 2 May 2017).