Thistle Manor

Health and safety was promoted, this included maintenance of the premises, servicing and checking systems. We found some matters in need of attention, they were proactively rectified during the inspection. Risks to people's individual well-being were being assessed and managed. Staff followed some good processes to manage people's medicines safely. Some improvements were needed; however, the registered manager took timely action to progress these matters.

Arrangements were in place to gather information on people's backgrounds, their needs, abilities and preferences before they used the service. 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 at the service supported this practice.

People were encouraged to lead healthy lifestyles. They were supported with their healthcare needs, medical appointments and planning their recovery. People were offered a variety of meals and drinks; healthy eating was promoted and monitored. Individual needs and choices were known and catered for. There was a good standard of décor and furnishings to provide for people's individual needs, comfort and wellbeing. Adaptations had been made to meet people's needs. The provider offered staff a programme of training, development and supervision.

People made positive comments about the staff and managers. We observed staff interacting with people in a kind, pleasant and friendly manner. Staff knew people well and were respectful of their choices and preferred routines. People's privacy and dignity was respected. People were supported to develop their skills and gain confidence.

People received personalised care and support. Innovative technology had been developed to plan, deliver, monitor and review people's care. There were opportunities for people to engage in a wide range of community based and in-house activities. People were supported to have contact with families and friends.

Processes were in place to support people with making complaints. Some complaints records were unclear. The registered manager confirmed to us, the action taken to make improvements.

Thistle Manor had a welcoming, friendly and inclusive atmosphere. People were treated as partners in managing their individual support. Management and leadership arrangements supported the effective day to day running of the service. The provider used a range of systems and technology, to regularly monitor and improve the service. There were processes to consult with people who used the service and others, to assess and monitor the quality of their experiences and make improvements.