Bickerley Green Care Home with Nursing

Systems were in place to ensure the safe storage and administration of medicines. Medicines were administered by staff who had received appropriate training and assessments. A range of healthcare professionals, such as chiropodists, opticians, GPs and dentists were involved in people's care when necessary.

Risks were assessed, and actions taken to minimise these while promoting people's independence as far as possible.

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 were supported by staff who had received an induction into the home and appropriate training, professional development and supervision to enable them to meet people's individual needs.

People were supported to have enough to eat and drink. Mealtimes were a social event and staff supported people in a patient and friendly manner.

Staff developed caring relationships with people and were sensitive to their individual choices and treated them with dignity and respect.

People were encouraged and supported to be as socially active as they wished. In addition to group activities, one to one activities were provided. The service had good links with the local community.

There was some inconsistency in the quality of people's care plans. Some were clear and person-centred, whereas some people's care plans were not detailed enough, and this could compromise the care and support they required and received.

People and when appropriate their families or other representatives were involved in discussions about their care planning. People were encouraged to provide feedback on the service provided both informally

and through an annual questionnaire.

The provider and registered manager kept records of actions taken in response to complaints, investigations undertaken and the feedback given to complainants, in line with the complaints procedure.

The quality of the care and treatment people experienced was monitored and action taken to promote people's safety and welfare. The registered manager and staff were committed to continually improving the service and what they could offer people living there. There was a strong person-centred culture which reflected the provider's values.

The provider had a programme of ongoing investment to improve the environment. This included investing in technology and systems to improve both the environment and people's experiences of care.