Balmoral Care Home

People were safeguarded from abuse and possible harm. Staff received safeguarding training and demonstrated a clear understanding about how to recognise and report abuse and poor care. The registered manager understood their responsibility to refer any safeguarding matters to the appropriate agencies. Individual risk assessments were completed for people so that identifiable risks were managed. The service was in the process of introducing electronic care plans and a transition plan showed progress of documents transferred. 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. Safe staffing levels were in place. Staff were supported to deliver care and treatment safely and to an appropriate standard. We shared some feedback about the recruitment procedures at the service. The registered manager took immediate action in response to the feedback.

People’s care plans reflected their physical, mental, emotional, and social needs. This included any protected characteristics under the Equality Act 2010. Where people were assessed as lacking capacity to make a particular decision, the provider followed best interest processes to protect people's rights. People had been referred to other health professionals as required such as the district nursing service.

The provider assessed and reviewed people’s health, care, and wellbeing with them. Staff worked across teams and services to support people.

People were supported to understand their right to consent and empowered to make their own decisions when involved in planning how their care and support was provided. Staff understood the importance of ensuring people understood what they were consenting to and obtaining people’s consent before they delivered care.

People’s communication needs were assessed, and staff interacted appropriately with people according to their needs.

People received support from care workers with kindness, empathy and compassion and staff respected people’s privacy and dignity. People were treated as individuals and their care, support and treatment met their needs and preferences. The provider promoted people’s independence, to know their rights and to have choice and control over their care, treatment and wellbeing. The provider listened to and understood people’s needs, views and wishes. The provider cared about and promoted the wellbeing of their staff, and they supported and enabled them to always deliver person centred care.

People were involved in decisions about their care and the provider responded to any relevant changes in their needs.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People received information in way that they could understand.

People were able to share feedback and ideas or raise complaints about their care, treatment and support. The provider acted on any feedback received to improve care to people.

The provider actively gathered and listened to information about people who are most likely to experience inequality in experience or outcomes.

People received equal access to care, without discrimination.

Staff were positive about the management team and the support they received.

Staff and management were seen to work in partnership with people, relatives, and professionals.

People and relatives felt the service was managed well and overall were kept well informed.

Staff felt they were consulted and actively involved in service development.

The management team were clear about their roles and responsibilities and there were systems in place to monitor and improve the quality of the service. This included learning lessons when things went wrong.