Pendean House Care Home

People received high quality care and support from a staff team who valued and celebrated individuality and diversity. People spoke of a family feel and it was evident they enjoyed close relationships with staff. People shared examples of how staff had supported them, from help with the little things that made life more comfortable to achieving specific ambitions. People were involved in their care and in decisions relating to the home. The relationships between staff and people receiving support demonstrated dignity and respect at all times.

The home worked closely with Macmillan and staff were skilled in supporting people at the end of their lives. A number of people came to the home specifically for palliative care. Relatives spoke highly of the care. One said, "The home has been exceptional in their care for (my relative) and for the family. They have been very supportive throughout and have offered to let me stay. Everyone is very friendly and considerate". Another family had written to staff saying, ''You are all amazing and showed (my relative) and all of us so much compassion and support'.

There was a programme of events, often involving people from the local community. The home offered activities seven days a week. Some people, who preferred to spend time in their rooms, shared how they would appreciate more social contact. The registered manager was looking at ways to expand the provision of one to one support for people who preferred not to participate in group activity.

People received good care that improved their wellbeing. Care plans had been improved since our last visit, they described people's care needs in a thorough and person-centred way. Staff were attentive to changes in people's needs and took action to involve healthcare professionals whenever necessary.

People had confidence in the staff who supported them. Staff received regular training and were encouraged to further their skills and experience. Staff felt supported and were highly motivated to deliver the best care for people. One staff member said, "I am very happy with the training offered. I like to have more qualifications and learning so I can do more for our residents here". Another told us, "We're a very

good team, everyone helps everybody, everyone gets on".

People felt safe at the home. One person told us, "I am very happy living here and with the care that they give me". Risks to people had been assessed and staff followed guidance to keep people safe. Staffing levels were enough to meet people's needs. Medicines were managed safely. Lessons were learned if things went wrong.

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 enjoyed the food and were able to make suggestions for changes or additions to the menu. Premises were suitable and comfortable and met people's needs. Staff had been trained in infection prevention and control.

People benefited from a well led service. The registered manager had shaped a culture where people were at the heart of the service. There was a clear leadership and management structure in place, which helped to ensure that staff understood their role and responsibilities. The service was well organised and had a range of systems in place to ensure its smooth operation and to support good communication. One staff member said, "(Registered manager) is very approachable. She sorts things out".