Balmore Country House

People received safe care and support. Staff understood how to report concerns regarding people’s safety. This included if they felt people may be at risk of abuse or neglect. Staff worked with other health and social care professionals to provide safe care.

People received care in accordance with best practice guidelines and legislation. Staff had a good understanding of people’s individual needs and care was provided in a way that led to positive outcomes. There were minor omissions in the review of the monitoring process of people’s food and fluid intake. People were supported to lead healthy lives. People’s or other relevant person’s views were considered before decisions about their care were made.

Staff spoke positively about their roles. They enjoyed caring for and supporting people and they had a clear focus on improving people’s lives.

People had equal opportunities to access the health care they needed. People were not discriminated against because of a disability or health condition. People’s views were listened to. A robust complaints process was in place. This was taken seriously and acted on quickly to ensure people’s concerns were dealt with quickly before it affected their care. Where able and willing, people were supported to make decisions about the care they needed and wanted as they approached the end of their life.

Staff were treated fairly, equally and their diverse needs and cultural backgrounds were considered when conducting their role. There was an improved and inclusive working environment at the home. Management worked closely with other relevant groups within the local community to ensure that people had access to all services that could have a positive impact on their lives. There was a culture of learning, development, and improvement at this home. All staff at all levels felt involved with this process with the ultimate aim of a positive working environment and high-quality care provision.