Rosewood House

People and relatives were positive about the caring nature of staff and had good relationships with them. They trusted the staff who supported them. People said they felt safe with staff support. A person commented, "I feel safe here. It's friendly and I feel secure. If I didn't feel safe, I would go and speak to staff."

People's diversity as unique individuals with their own needs was respected by staff. The staff team knew people well and provided support discreetly and with compassion. A person told us, "Staff know me very well, what I like to eat and how I like to be cared for."

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.

Records provided guidance to ensure people received safe and effective care and support from all staff members. Risks were assessed and mitigated to keep people safe. Staff contacted health professionals when people's health needs changed. People's nutritional well-being was monitored to support their nutritional health. A person commented, "The food's lovely, it's very good. We get a good choice and enough to eat."

Staff followed good infection control practices and the home was clean and well maintained. A relative commented, "This home is very well maintained and clean. [Name]'s bedroom has recently been re- decorated, and it looks lovely."

There were sufficient staff to support people safely. A person told us, "There seem to be enough staff, even at weekends. We do lots of activities here, bingo, Tai Chi and sometimes we have animals come to visit." Staff recruitment was carried out safely. Staff followed effective processes to assess and provide the support people needed to take their medicines safely.

A governance system was in place to monitor the quality of the service through audits and feedback

received from people, their relatives and staff. Improvements were made as a result of analysis of any accidents, incidents and feedback to ensure people received safe and person-centred care. Processes were in place to manage and respond to complaints and concerns.