Waverley House

People's experience of using this service:

People told us they felt safe. However, we found the home was not always safe. Staff were not consistently deployed to meet people's needs in a timely manner. We have made a recommendation about this.

Risks within the environment were not always suitably managed in a timely manner. We have made a recommendation about this.

We received mixed feedback about the quality and choice of food at the home. The registered manager confirmed they were actively addressing these concerns. We have made a recommendation about this.

We saw complaints and concerns were actively addressed. However, systems for monitoring complaints were not consistent. We have made a recommendation about this.

The registered provider had a comprehensive auditing system, however we noted this had failed to identify concerns within the environment. We have made a recommendation about this.

Staff received training relevant to their role and said they were supported by the management team at Waverley House.

Consent was recorded in people's care files and relevant deprivation of liberty applications had been submitted. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People and relatives told us Waverley House was a nice place to live. It was repeatedly described as a "home from home".

People told us their privacy, dignity, rights and needs were respected. Care plans reflected people's individual care needs and how these could be met. A variety of activities were available to people.

People, relatives and staff told us the service was well-led and praised the registered manager and deputy manager for their support within the home. We saw people and relatives were encouraged to express their views and influence how the home was managed.