Sunnyhill Residential Care Home

Staff were recruited safely, with the correct checks being made to ensure they were suitable for their role. Staff had a thorough induction and completed ongoing training. The environment and equipment was regularly checked for safety and any issues quickly resolved. Medicines were managed safely and staff had received appropriate training and competency checks. Staff were knowledgeable about abuse and knew how to raise concerns and alerts. Documentation and records were not always clear, and work was ongoing to improve this. Information from complaints and safeguarding enquiries had not been recorded in detail and tracked to show themes and trends which would help when planning improvements to the quality of care.

Staff understood people’s needs and worked well with health professionals to provide the best outcomes for people. The provider used recognised tools to monitor areas of concern in people’s health and implemented changes promptly to support people. People were encouraged to be independent where possible. Staff worked well together and communication was good. Staff were respectful of people’s choice and asked before supporting them. People had been involved in choosing activities and stating their preferences.

There was a friendly and cheerful atmosphere at Sunnyhill. Staff treated people in a kind and familiar way, and we saw that people and staff knew each other. We saw hands being held, and a comforting arm around the shoulders where people were upset, and relatives told us that staff treated people like ‘old friends’. One relative said, ‘He lights up when they [staff] come into the room.” Care plans recorded some information, but lacked personal details and this had been identified by the management team and care plans were being reviewed to incorporate more personalised information.

People and relatives were encouraged to share their views about the service. A comments box had recently been added to the entrance foyer. The service worked closely with other health professionals to improve people’s care and support, and families felt well informed if there were concerns about their relative. Staff knew individuals and used that knowledge to lift people’s moods with positive chats about things that interested them. We saw that some people had chosen jewellery, make up and nail varnish that they liked to wear.

The service had a positive and friendly culture where staff felt valued and well supported by the management team. Staff worked well together and supported one another, and they told us they felt able to ask for help, and raise concerns whenever they needed to. The management team were knowledgeable and visible in the service and would support staff with the workload if needed. Auditing processes were in place, and a service improvement plan had been introduced to capture and track actions to improve the service. The registered manager was further developing this plan. Auditing of policies needs improvement as several contained out of date links and information. The manager told us during the assessment that these would be reviewed.