The Poplars Care Home

People and relatives told us they felt the service was safe. Staff understood their role in safeguarding people. The home was clean and safety checks were carried out. Medicines were managed safely. Recruitment checks were carried out safely. The provider had faced some challenges in terms of recruitment but working to overcome these challenges. We received some mixed feedback about staffing, some people told us they occasionally waited for support. There were enough staff to meet people's needs when we visited the home and staff told us they usually had enough time to support people according to their wishes. All staff, including agency staff, had an induction in to the home and the staff on duty knew people well. 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.

There were systems to assess the quality of the service, which were monitored by the registered manager, with oversight from the nominated individual. People, relatives, and staff gave us mostly positive feedback and told us they had opportunity to comment on the service. Some people and relatives told us they had not been directly asked for feedback, however there were avenues to do this, such as via a suggestion box in the home and people were directed to an on-line review website. There had also been some meetings and surveys used to gather feedback.

The registered manager responded to audits from external agencies and had development plans for the continuous improvement of the service. They had developed a new process to document their daily checks on the quality of the service, but this was not yet in use. There was an ongoing program of redecoration and repair to the home. Staff worked with professionals to monitor and manage people's health and care needs. The home worked with other organisations and the wider community around social and wellbeing activities for people in the home.