Stonehaven

The registered provider also provides day care in the same building as the care home. This type of service is not regulated by the Care Quality Commission (CQC).

People's experience of using this service: People were at the heart of the service and everyone with we spoke with told us of the exceptionally kind and compassionate care they received at Stonehaven. One person told us, "It is just like being at home."

Staff had a deep understanding of each person living in the home and provided them with exceptionally responsive, person-centred care. People had the opportunity to participate in a wide variety of one-to-one and communal activities and to maintain personal interests and hobbies. Staff promoted people's right to make choices in every aspect of their lives and actively supported them to maintain their independence for as long as possible.

Staff worked in a non-discriminatory way and treated people with the utmost dignity and respect. End of life care was provided in an exceptionally person-centred and compassionate way.

The provider worked collaboratively with local health and social care services to ensure people had access to any support they required. Systems were in place to ensure effective infection prevention and control. People's medicines were managed safely in line with their individual needs and preferences. People were provided with food and drink of their choice which met their nutritional requirements.

Staff worked together in a mutually supportive way and communicated effectively with a range of other organisations. Training and supervision systems were in place to provide staff with the knowledge and skills they required to meet people's needs effectively. Staff recruitment practice was safe.

A range of audits was in place to monitor the quality and safety of service provision. People's individual risk assessments were reviewed and updated to take account of changes in their needs. Staff knew how to recognise and report any concerns to keep people safe from harm. There was organisational learning from significant incidents and any queries or concerns were well-managed. Formal complaints were rare.

Staff were aware of people's rights under the Mental Capacity Act 2005 and supported people to have maximum choice and control of their lives, in the least restrictive way possible and in their best interests. The policies and systems in the service supported this practice.

The registered manager was involved in all aspects of the running of the home. She provided her team with strong, supportive leadership and had created an open and positive organisational culture. Under her leadership, a number of innovative changes had been made to further enhance people's well-being and happiness. The provider was actively committed to the continuous improvement of the service in the future.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk