Clarence Road

Medicines were not managed safely the administration procedure was not being followed. The premises were in need in of repair and showed signs of wear and tear. Relatives told us the service was not homely and did not feel homely for people when they visited.

Relatives told us the communication about changes at management level were not open and transparent. Quality assurance systems were in place, but these were not effective as they did not identify some of the shortfalls identified during our inspection.

The registered manager and provider acted upon feedback from the inspection and were in the process of addressing the issues identified.

People told us they felt safe at the service and they could find a member of staff to help them. Staff rota's showed shifts were covered. People told us they were kept informed about their medicines and why they needed to take them.

Staff demonstrated they were aware of their safeguarding responsibilities and how to report concerns. Lessons learnt took place at the service after an incident and staff confirmed they took part in meetings to learn from lessons.

Staff were supported in their role and received appropriate training. People were able to enjoy food they liked and were supported to have enough to drink. Relatives did not think the food at the service was of good quality.

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. Consent to care and treatment was requested and staff did not force people to do something they did not want to. The service worked well with external health professionals to ensure people received support when they became unwell.