The Firs Residential Home

Peoples' experience of using this service and what we found The provider and registered manager nurtured a culture which truly put people at its centre. Staff were unanimously positive about the registered manager and each other. All of the people and relatives we spoke with were consistently positive about the service. One relative told us, "It's the best choice we could have made [choosing The Firs]. I have already recommended The Firs."

Staff feedback about why they worked at the service reflected the service ethos. One told us, "I love my job. I see people here as my family and I care for people like they were my Mum or Nan." Another staff member said, "People rely on us, and the end of the day that's why we are here. When we lose people here I get emotional as it's like losing a family member."

The registered manager had ensured the philosophy of the service was embedded into staff practice. Signage about 'Putting the Residents at the Heart of everything we do' was displayed in various locations. There was a dignity tree in the hallway and the registered manager told us this was important because the service ethos was about listening to what people want. Each person was given the chance to put a quote on the dignity tree about what was important to them.

The provider and registered manager worked in partnership with other healthcare professionals to ensure people got the support they needed and were committed to continuously improving the service.

The provider and registered manager demonstrated an ability to maintain an excellent standard of care provision through effective governance and oversight. The service were part of a pilot with the local authority to achieve the best outcomes for people. The registered manager had received an award from the local authority as recognition for their commitment to making people's lives better.

The leadership at the service was distinctive and positive feedback about the registered manager. This had achieved excellent outcomes for people and staff. The service was dedicated to ensuring continuous quality improvement to enhance people's lives. The care we observed was person centred and individual to people. We spoke with healthcare professionals who were consistently positive about the service leadership, with one telling us, "From a leadership perspective she's an example for other to follow. The Firs work so openly with and me and the standards are very high."

People and their relatives spoke positively of the care staff and we heard of examples where staff went above and beyond to support people. People were empowered to be actively involved in the service. For example, people had been invited to design certain areas of the service and we saw plaques had been

placed in these areas to identify this.

There were positive opportunities to be involved with the local community, for example the service were part of a 'Generational Exchange' and a 'National Literary Project' with the local school. A visitor told us about the positive effect on their relative.

Systems were in place to safeguard people from abuse and peoples' risks were assessed and well monitored. People were supported to receive their medicines safely. Peoples' care plans contained good detail about how staff could support them to manage their health conditions and the risks associated with them. Systems were in place to ensure staff were recruited safely. Disclosure and Barring Service checks were obtained. There were enough staff to ensure peoples' needs were met and people told us staff had enough time to provide the care they needed, and to spend time talking with them.

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.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk