Heatherdene Nursing Home

People were supported to have maximum choice in 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 practise. People were supported to maintain their health and wellbeing and there were thoughtful activities taking place within the home. People were supported to eat and drink enough to meet a suitable nutritional diet and food and fluid charts were kept for people at high risk of UTIs (Urinary Track Infections).

People were supported by kind and caring staff. People were comfortable and had a good rapport with staff, who showed good knowledge in people's individual needs. People were encouraged to socialise and keep valuable relationships. People's right to privacy, dignity and independence were promoted and they felt listened to and included in decisions about their care and support.

People's care plans were personalised to advise staff on how to provide person-centred care. Relatives told us that staff knew and respected their family member's preferred routines, likes and dislikes and provided care and support they wanted. Staff responded well to any concerns raised and addressed them through a competent complaints procedure. People felt listened to and regular feedback was sought by the registered manager.

Staff and people found the registered manager approachable and easy to speak to. People and relatives told us that the communication between people, staff and the management was good and the home was run well which led to a nice atmosphere in the home for everyone. Staff told us they felt supported by their colleagues and the registered manager and spoke positively about the care they provided.

There were quality assurance processes in place to ensure oversight of the safety and quality of the service at management and provider level.