Parkland House

People's experience of using this service: People received an outstanding, personalised, caring service. People told us they received very kind and respectful support from staff who promoted their abilities, knew them well and genuinely enjoyed their company. The whole staff group worked as a team to support people in a person-centred way.

People were valued and placed at the centre of the service. Staff promoted people's privacy and dignity and enabled them to make choices and have as much control and independence as possible building meaningful relationships.

We saw a great number of very positive compliments and praise received by the service from people, their families and friends and healthcare professionals. Feedback included, ""Yes, there's a lot of one to one with staff. [Person's name] gets it especially when they are feeling down", "They are very well staffed so they can care for people really well" and "[Person's name] has dementia. They can cry a lot and wanders about at night, but staff let them sit where they want and don't try to coerce them back to bed. They just go with it." Relatives all praised the consistent staff team. Relatives described staff as sensitive, kind and loving, especially when people were poorly or on return from hospital.

People received effective care and treatment from competent, knowledgeable and skilled staff who had the relevant qualifications to meet their needs. The provider had a good system to ensure all staff had regular training to keep them up to date with best practice. Training methods were relevant to the people living at the service and staff ensured they put learning into practice as well and making training links to share their own knowledge with outside agencies.

Activities were provided seven days a week and offered a wide variety of relevant and meaningful activity both inside and outside of the service. Staff got to know people and ensured activities were enjoyed and meaningful using past interests and bucket lists to enhance people's lives individually and in groups. The service was specifically adapted for people living with dementia. People were encouraged to be as active, occupied and engaged as possible. All the staff had been provided with dementia training and were highly skilled in responding to people's needs. For example, encouraging involvement in household chores and activities as well as learning from people themselves.

People benefitted from having a number of people including young children and students spend time with them and excellent links with the community. This helped raise the profile of good dementia care and

challenged pre-conceived ideas of living in a care home.

The registered manager and staff went above and beyond to support relatives to spend positive time with their family member, including at the end of their lives. People had access to plenty of food and drink throughout the day and there were individualised meals according to their tastes and needs. People told us the food was very good and there was plenty of choice. Meals were appetising and served in a calm and organised manner, creating a sociable and pleasant meal experience. People all knew who the chef was and enjoyed chatting about their tastes, whilst staff promoted a cooking club, sweet shop and kitchen skills to promote healthy appetites.

The service was very well-led. The provider's quality assurance processes were effective and there was a focus on continuous improvement and continuously seeking out ways to offer personalised care and leisure time. This ensured people felt valued as individuals. The registered manager provided very good support for staff to be able to do their job effectively. They, and the provider, acted as passionate advocates and role models, especially promoting and embedding good quality care for people living with dementia in and outside the service.

More information is in Detailed Findings below.