Sandiway Manor Residential Home

These improvements were reflected in comments made by people who used the service. They told us "I do feel safe living here, they really do look after me" and "[staff] always make sure I am safe". They told us "food is really good" and "we always get a choice and we are well fed". People were clear that there was "always plenty to do" during the day and "there is always some activity we can join in".

Relatives echoed these views and were positive about the management of the service. They told us "things have really improved here and the service is very well managed now" and "we are so pleased with the service [name] is happy here and we have no concerns".

People received safe care. Equipment within the environment was regularly checked to ensure it was safe and the premises were clean, hygienic and well maintained. Medication was robustly managed with people telling us "I always get my medication" and "they never miss me out". Sufficient staff were available to meet people's needs and our observations noted that there was always a member of staff to attend to people when they were needed.

Lessons had been learned from the shortcomings at the last inspection with all breaches being identified and issues such as recruitment being more robust.

Staff now received more consistent training. This was echoed by relatives who considered staff to be "knowledgeable" as well as by staff comments and training records.

Assessments captured the main needs of people and the registered manager had sought to offer people the opportunity to stay within the home during the day so that their views could be gained.

People and their relatives consistently stated that staff were "kind and attentive" and "respectful" and this was reflected in our observations of interactions between staff and people. Care was taken to ensure that

people could express their views, maintain their independence and ensure sensitive information remained confidential.

Care plans were regularly evaluated and up to date. They were person-centred outlining the main preferences of people and in some instances included handwritten entries from people about how they wished to live their lives. Information was provided to people in an appropriate format.

Complaints were thoroughly investigated with outcomes always being relayed back to people raising concerns.

Governance of the service had improved. Staff, people and relatives spoke about how the management of the service had improved of late and how the registered manager had been a key part in creating a person- centred and positive environment. There was an improved oversight of all aspects of the quality of care within the service and prompt action taken when needed.

The registered manager was keen to develop the service further through increased community links and was fully aware of their responsibilities as a registered person.

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.