Milton Grange

Care was person centred and this was reflected in care plans that had recently been updated and reviewed. The registered manager promoted a positive culture at the service. The service was welcoming and friendly. Staff we spoke to spoke highly of the registered manager, their support and visible presence throughout the service. People, relatives and staff were given opportunities to feedback about the service. Positive working relationships had been established with partner agencies for example, the hospital discharge co-ordinators.

People told us they felt safe. Staff had received training in safeguarding and were confident in reporting concerns. Staff told us that appropriate action was always taken quickly to protect people. Accidents and incidents had been reported, investigated and any learning shared with all staff. Risk assessments had been completed for all aspects of people's care and wound care management followed NICE guidelines. Medicines were stored and disposed of safely. Safety checks and reviews had been completed on fire, gas and electrical equipment.

We found the complaints policy had been fully updated and reviewed. Complaints had been recorded and investigated in a timely way with conclusion letters sent to complainants. People and relatives told us they were confident in raising complaints and issues, knowing that they would be dealt with appropriately.