Fernhill

The service had gone through some major upgrading. Some work was not yet completed including the design of a new roof garden and updating in several areas. Though this work was not yet completed we found no concerns of issues that effected the running of the service and in keeping people safe.

The leadership of the home was commented on as being outstanding and everyone we spoke with said they would highly recommend the home. Staff commented that it was the best place they had worked and wanted their loved ones to move in. One staff said a new member of staff had told them; "What they had learnt at Fernhill is that from what they see and what we do with people they wouldn't be scared to get dementia if they were somewhere like here."

People received exceptional care and support from a staff team who valued and celebrated individuality and diversity. Care was provided in a highly respectful manner which put people at the heart of all that was provided. Visitors commented on the exceptional care and support they received, as well as their loved ones. The management and staff were skilled at supporting people's relatives to understand the changes in their family member's behaviours, wishes and emotions. The company employed 'Admiral Nurses.' These are specialist dementia care nurses who gave expert practical, clinical and emotional support to people and their families facing the challenges of dementia.

There was an outstanding comprehensive programme of often unique and personalised activities arranged every day that was very much based on people's interests and preferences. There were also group activities. A staff member said; "We ask people if they could have one wish we could answer for you what would you like us to do." They went onto say how many wishes they had made come true for people.

Staff worked exceptionally well together to involve people, and their family members in the planning and delivery of care. People and relatives told us the staff had found suitable activities to support individual preferences. This included gardening and growing fruit and vegetables, shared events with local schools and involvement with volunteers from the local community.

The service encouraged people to become more mobile to increase their independence. This had resulted in one person 'Pimping up the Zimmer Frame.' Which meant they personalised their own Walking frame to add colour/designs which had been proven that people would use this more as it was personalised.

The service had a café, post office and sweet shop. People could go to the café area at any time to enjoy a drink and snack as a change of scenery or with visiting family and friends. People could access the post office to send letters or cards and buy 'old fashioned' sweets from the sweet shop.

Staff were creative in how they engaged people and prevented people feeling isolated. People and their relatives were supported with end of life care in a sensitive and individual way.

People and their relatives experienced a positive and inclusive approach to care and encouraged to give their feedback to help improve the service. The staff worked with outside professionals and communities to improve people's health and social wellbeing. The registered manager and staff team all had a very good understanding of their roles and were empowered to make suggestions to keep improving the care.

People were supported to access healthcare services, staff recognised changes in people's health, and sought professional advice appropriately.

People told us they felt safe and secure and well cared for. People were safe because the service had good systems for monitoring risk and staff had a good understanding of people's needs and how to keep them safe. People and relatives told us there was enough staff on duty to meet their needs and they did not need to wait when they called for support. People were supported to take their medicines safely.

People told us the food was 'Good' and 'Lovely' and they had plenty of choice. People and relatives they told us they were involved in planning their care and assessing their needs. People and relatives told us they could choose the décor and personalise their rooms. 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.