Charrington Manor Care Home

Staff recognised people's individuality and always ensured they involved people, so they felt listened to and valued. We were told, "They listen, they are approachable, you're not dismissed and they always have time" and, "I tell everybody it's a good place to die because (husband) had such a peaceful ending."

Staff knew how to meet people's preferences and people had an enhanced sense of well-being and an improved quality of life. Relatives told us, "Mum can't occupy herself so they keep her stimulated. The activities are amazing, plentiful and with lots of variety" and, "While there, mum's overall physical health quickly improved and also her speech."

Without exception, professionals spoke highly of the service and its staff. They told us staff had an excellent understanding of people's needs and how to provide high quality person-centred care to people.

There were sufficient staff trained and competent staff to care for people. People told us staff responded promptly when they needed them.

People's medicines were managed safely, stored correctly and only experienced staff carried our medicines administration. People were supported to access healthcare professional input when required and relatives felt confident that staff would keep them updated on any aspect of their family members health needs.

Risks to people were managed in a safe way with sufficient, detailed information for staff to support this practice. Staff had a good knowledge of how to recognise the signs of potential abuse and as such this added an additional layer to help keep people safe.

People lived in an environment that was clean, well maintained and suitable for their needs. Visitors were

encouraged to come into the service and throughout the day we saw people and their family members enjoying time together.

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 felt very supported and valued by management and told us they enjoyed working at the service. They were encouraged to progress in their role and undertake additional training to help them maintain best practice.

People were given choice and were able to make decisions daily around all aspects of their care. Staff encouraged independence and people enjoyed the freedom to spend their time as they wished. People were given options in relation to food and drink and were involved in developing the menus.

Everyone spoke highly of management and the staff. They told us they were treated with kindness and care, in a dignified and respectful manner and this was done to the culture within the service and the values of staff.

There was a strong management presence within the service who led by example. They had a clear vision of the type of service they wished people to receive and were working hard to develop a high-quality, person- centred environment in which people were happy to live.