Bon Accord

People spoke highly of the staff who they described as kind and caring. One person said, "They (staff) are all absolutely lovely." Staff had developed positive relationships with people. They knew them well and understood their needs and preferences. A relative told us, "The staff know exactly how to support people, they are well trained and know what they are doing." There were enough staff to care for people safely and they had received the training and support they needed.

Staff understood their responsibilities with regard to safeguarding people from abuse. Risks to people were assessed and managed, and people were protected by the prevention and control of infection. Medicines were managed safely. There were effective systems for monitoring incidents and accidents, and for monitoring complaints. This supported staff to learn and make improvements when things went wrong.

People told us they enjoyed the food, and they were receiving the support they needed with food and drink. People had access to the health care services they needed, and staff followed advice from health care professionals. Staff supported people to plan for care at the end of their life. 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.

Care was provided in a personalised way. People were supported with activities and had opportunities to go out into the community and maintain contact with people who were important to them.

People, their relatives and staff spoke highly of the registered manager. One person said, "They are lovely, always popping in to see me." A relative said, "They are very approachable."