Birtley House Nursing Home

Medicines were managed safely. One person said, "Yes, I receive my medicines and staff explain any side effects to me". The home was clean and smelled fresh. Staff had been trained in infection prevention and control. Lessons were learned if things went wrong.

People were positive about the training and experience of staff who supported them. One person said, "They all treat you as if you are a friend; that's very important". Staff had regular supervisions and an annual appraisal. One staff member said, "The whole environment is so lovely to work in, so homely. Everyone is nice and friendly".

People were supported to have a healthy diet and with their nutrition and hydration needs. The lunchtime meal was a sociable occasion. Special diets were catered for. People had access to a range of healthcare professionals and support. Premises were suitable and comfortable and met people's needs. A relative said, "She's comfortable here and gets the attention she needs".

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 looked after by kind and caring staff who knew them well. People were encouraged to be involved in decisions relating to their care and were treated with dignity and respect.

People received personalised care that was responsive to their needs. Activities were organised according to people's preferences and interests. People were encouraged to go out if they wished and had access to the gardens and grounds of the estate. Many activities involved people from the local community. People spoke highly of the activities on offer. A relative said, "I looked at 21 different places and this was head and shoulders above the rest, down to how Christmas, Easter, theme nights and the seasons are celebrated".

People could spend the rest of their lives at the home, if their needs could be met and this was their wish.

People considered the home was well-organised and commented on the pleasant working atmosphere amongst staff. People appreciated the community feel at the home. The directors of the provider and the registered manager provided a visible presence at the home. People were encouraged in their involvement and development of the home and their feedback was encouraged.

Staff felt well supported in their roles. Staff meetings provided opportunities to reflect on people's care and anything that might be done differently.

A system of audits monitored and measured all aspects of the home and were used to drive improvement. There were strong links with the community, for example, people with a learning disability worked in the grounds to produce vegetables and flowers which people enjoyed. The home worked proactively with the NHS and Social Services.