14-17 Palmwood Court

People we spoke with said they felt safe living at Palmwood Court. They said it was a homely place and staff were kind and caring. People were protected from harm and they described how staff kept them safe. Where people took known risks, these had been assessed and identified to ensure the people were fully aware of how to reduce these. There was sufficient staff who had followed a robust recruitment processes. Medicines were administered, stored and destroyed in line with the providers policy and procedures. The environment was clean, tidy and infection control measures were in place. Issues of concern were managed and dealt with in a timely manner.

People's needs were assessed and reviewed. Care was planned and delivered to reflect people's needs. Staff received sufficient training to support them in their role to provide effective care. People had sufficient to eat and drink to ensure they had a nutritious diet and were hydrated. Staff provided consistent care where necessary, equipment was used to ensure people were independent. Staff and the provider participated in the principles of the Mental Capacity Act. People and their families had access to accessible information, suitable to their needs.

People were treated with dignity and respect. People were supported by staff who were knowledgeable about their care needs. People expressed their views and were involved in their care planning.

People experienced a positive impact on their health and wellbeing when participating in activities out in the community that were tailored to their needs. People knew how to raise a complaint or concern. There were robust complaint systems to monitor themes and trends. End of life care plans were in place to ensure people's beliefs and wishes were respected to at the end of their life.

Support was planned and reviewed regularly. Care was provided over a 24-hour period. There were clear monitoring systems to support the service and ensure it was run well. There was an open and transparent culture throughout the home. The registered manager submitted notifications to CQC in a timely manner. Positive feedback on how the service was managed was received from people, family and other healthcare professionals. When necessary people had access to healthcare professionals, such as, GP, dentist and hospital appointments.