The Queen Charlotte

The home is a combination of adapted and purpose-built accommodation arranged over three floors. There are lifts to enable people to access all areas including a secure outside space.

We received positive feedback about the initial impact of the current senior team from staff. We were not able to determine the sustainability of this team at this inspection.

There were systems in place to monitor standards and plan improvements. These were being improved to ensure any shortfalls would be picked up. For example, they had added to their daily walk round checks to include people's experience.

People felt safe at the home and with the regular staff who supported them. The staff understood their responsibilities and how to protect people from abuse. There had been an increase in staffing and there were adequate numbers of staff to meet people's needs and keep them safe. There had been high turnover of nurses which had an impact on treatment. Recruitment had been successful to fill vacant posts.

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. Staff respected people's choices and preferences.

People were cared for by staff who knew them well and were kind and compassionate. Staff were committed to the home and to providing the best care they could. People had built strong relationships with staff and appreciated the familiarity they had. People were unsettled by unfamiliar staff and gave examples of the impact of this.

People enjoyed the food and were supported to eat and drink safely.

People received care and support in a way that met their personal needs and enabled them to follow their own routines, interests and beliefs. The recording of some care was not accurate or consistent. This made it

difficult to effectively review care delivery.

There were organised activities, informal chats and entertainment which provided people with meaningful things to do. We received mixed feedback about the sufficiency of support with things to do and ways people could fill their time. People were supported to maintain contact with friends and family members.