16 Balnacraig Avenue (The Leaves)

The staff spoken with respected and understood a person's right to privacy and promoted their independence. Relatives told us the staff were kind and caring.

Staff demonstrated an interest in their role and the people they supported. It was evident by what we observed during both days of our inspection and reflected in the comment's relatives made that the care provided was centred on the individual. People who used the service had complex needs and were not able to express themselves verbally. Staff had a sound understanding of people's different communication needs and ways they made themselves heard by them.

We observed people who used the service to be relaxed and appeared comfortable with the staff supporting them.

People's nutritional needs were met, and people were provided with a varied, healthy and culturally appropriate choice of meals. Advice on diet choices to maintain their health and well-being was sought from external health care professionals and followed by staff.

There was a complaints procedure which was made available to people. The provider's governance arrangements were effective in assessing and monitoring the quality of the service and driving improvements.