Valley View and Penshaw House

We received mixed views about staffing levels from some people, relatives and staff. Staffing levels did not impact on the service people received, although some staff's interaction with residents was variable. We saw at times during the inspection staff were not always visible. We have made a recommendation about the deployment of staff to ensure enough staff are always available.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. Staff received appropriate training and supervision. People's health was well managed. Staff worked closely with other professionals to provide effective care.

Staff were kind and had developed caring relationships with people. Staff respected people's privacy and dignity. People's independence was promoted. Staff ensured people maintained links with their friends and relatives.

People's care was based on detailed assessments and person-centred care plans although some records needed review. A range of activities were available. People felt confident raising concerns. Complaints had been dealt with effectively. Staff were aware of good practice in end of life care. People's religious beliefs and preferences were respected.

The provider and manager monitored the quality of the service to make sure they delivered a high standard of care. People and relatives were encouraged to provide feedback.