Hazeldene House

People received safe care and treatment from staff who knew them well. Medicines and infection control were both managed safely, and lessons were learned when things went wrong.

People were involved in decisions about their care and they received care which promoted their dignity and encouraged independence. Relatives told us they were involved in their relative's care plans and were always kept up to date with any changes. One relative told us, "They always notify us of any incident however trivial." Another relative said, "They contact me if anything happens, even at three in the morning."

People enjoyed the food and their dietary needs and preferences were met, for example food intolerances such as lactose. People were offered a choice of meals, but there was always something else available if they didn't like what was on offer. Relatives described the food as 'excellent' and 'fantastic'. One relative told us their loved one had a food intolerance but said, "[Relative's] never had a problem there."

Effective quality assurance processes were in place to monitor the service and regular audits were undertaken. Staff had received appropriate training. At the time of our inspection the manager had recently left. A deputy manager was providing management oversight; staff found them supportive and approachable.

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.