Fernihurst Nursing Home

People said they felt safe; they received their medicines on time. A person said, "I am very happy . I feel safe." People were protected from abuse because staff understood their safeguarding responsibilities. The management team took this role seriously and liaised with other health and social care professionals to protect people.

Staffing levels delivered responsive support to people. Our discussions with the management team and staff demonstrated their empathy towards the people using the service; they recognised people's emotional needs. Staff were attentive, whatever their role in the home, this was because they worked as a team to promote people's well-being. A relative said, "We have been extremely lucky that there was space to take my Mum, the care and love all the staff show her and my Dad has been outstanding, I don't have to worry about my Mum, which is a huge relief for me."

Positive, meaningful relationships had been developed between staff, people and their families. People were at ease in their surroundings; a person said, "I call this home." A relative said communication was so important to them and described the staff as "amazing" at fulfilling this role. The service respected and recognised people's life experiences and their values, so people were supported to participate in events important to them.

There was a stable staff group; care staff were kept up to date with changes in people's health and spoke respectfully about the people they supported. They understood how they contributed to both people's physical health and mental wellbeing.

The staff structure provided clear lines of accountability and responsibility, which helped ensure staff at the right level made decisions about the care and well-being of people. The management team regularly spent time on the floor to ensure they kept in touch with staff and people living at the home. A staff member said, "Good company to work for with good managers and a good bunch of people work here."

Recruited care staff suited the caring values of the service and recognised the importance of team work to

provide consistent and safe care. The home was well maintained, clean, and staff understood the importance of good infection control.

Complaints were well managed. Visitors said they were kept informed and praised the standard of communication about changes to the health of their relatives. A relative said, "The staff have kept us updated with any changes…I would recommend them to anybody. I would find it hard to find how they could improve."

The registered manager and care staff worked well with community health professionals to ensure people received effective care. Referrals were appropriately made to health care services when people's needs changed. People's care needs were regularly reviewed. Risk assessments identified when people could be at risk. They covered people's physical and mental health needs and the environment they lived in.

The service was well-led. There were good systems in place which enabled the registered manager and the providers to monitor the quality of care. For example, through regular reviews, surveys, meetings and observations of staff practice. Feedback from people using the service, relatives and quality assurance records showed this approach had been effective.

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.