Brunswick House

People and relatives were very positive about the caring nature of staff and had good relationships with them. They trusted the staff who supported them. A relative told us, "The staff at this home are friends and family to us. They care beautifully for [Name] and also have time to care for me. I think I would describe our relationship with the home as warm and very caring."

There were sufficient staff to support people safely. People said they felt safe with staff support. A relative commented, I know [Name] is very safe at the home. Staff give me that confidence when I watch them looking after [Name] and other residents." Staff recruitment was carried out safely. Staff followed effective processes to assess and provide the support people needed to take their medicines safely.

People's diversity as unique individuals with their own needs was well-respected by staff. The regular staff team knew people well and provided support discreetly and with compassion. A relative commented, "With most of the staff the care afforded for [Name] is excellent. I think agency staff do not have the same connection with the residents." People's privacy was respected, and people were supported to maintain contact with relatives and friends.

Records provided guidance to ensure people received safe and effective care. Risks were assessed and mitigated to keep people safe. Staff contacted health professionals when people's health needs changed. People's nutritional well-being was monitored to support their nutritional health.

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 was a strong and effective governance system in place. People, relatives and staff were confident about approaching the registered manager if they needed to. They recognised that their views and feedback were valued and respected and used to support service development. A relative told us, "When I came to visit the home I was given a very warm welcome by the registered manager. When [Name] came to the home all the staff knew their name and this made [Name] feel comfortable from day one. Good management skills." Strong processes were in place to manage and respond to complaints and concerns.

Staff followed good infection control practices and the home was clean and well maintained. A relative commented, "This home is very well-maintained and clean."