The Firs

Relatives said they were confident that staff understood people's needs and supported people in a kind and caring way. One relative said "I have had personal experience of what a poor care home offers and I can honestly say The Firs offers the right care. Staff are very caring and are doing a great job."

The staff team knew people well and spoke about people in a positive way. There was a good teamwork approach to delivering care. One relative commented on this, saying "They (staff) never say oh I will get someone to do that, or that's not my job, whenever I ask them something. They say, yes I will get right onto that and they do!"

Care plans were detailed and personalised to enable staff to provide care and support in a way that ensured people's preferred routines were honoured. Where known, people's past history and things which were important to them were included within their plans. This helped staff to understand who each person was and what their experiences had been prior to coming into the service.

The provider had employed a well-being facilitator who supported the care team in developing activities and experiences for people which were meaningful and suited their interests. They had formed good links with the local community which continued through lockdown. For example, the local school children were not able to visit but became pen pals with people. People helped to make the garden look nice and the service won six awards as part of the local flower festival. They had more plans to develop these links further with a wildlife and wildflower section being developed in one part of the garden. They were redesigning one area of the home to be a vintage tearoom where people could meet with family and friends.

Systems and processes ensured quality outcomes were being measured, peoples' views and those of their families and as well staff views were listened to.