Buckingham House

People were protected from harm. Risks were assessed and mitigated; any near misses were seen as an opportunity to put things right, learn and improve. Incidents and complaints were appropriately investigated and reported. There was a good understanding of safeguarding and how to take appropriate action.

People were supported with taking their prescribed medicines in a safe way, by staff who had been trained. The home was clean and the team responded well to infection outbreaks to prevent spread.

People benefitted from living in the service which was well-led. Systems were in place to get feedback on the care provided and raise concerns, to promote a positive culture within the service. Good governance was established to enable staff to continuously assess and monitor the quality of the care provided.

People, relatives and staff felt the management team were approachable and had confidence in them to deal with any concerns. People and their relatives told us communication was good. Comments included, “The management team are all friendly and approachable, [staff] on reception is very good” and “Manager is very nice and friendly and approachable, back in position now, runs the home well, her management style is quietly efficient, good relationship with her staff, happy to see her back, atmosphere is very friendly.”

Staff told us they felt supported by the management team, worked as a team and enjoyed making a positive difference to people.