The Fernes

Leaders and staff at The Fernes had created an environment where people and their families felt genuinely welcomed, safe, valued and supported. A deeply embedded culture of kindness, compassion and respect was evident throughout the service and consistently reflected in the way people were cared for and engaged with.

Records showed that staff were recruited safely and had the skills and experience required to meet people's needs. Safeguarding procedures were followed, with effective systems in place to identify, manage and respond to concerns. Learning from incidents was recorded and shared with the wider staff team. Staff we spoke with told us they felt confident raising concerns about safety and were assured they would be listened to.

People's needs were assessed and reviewed regularly. Staff worked well with healthcare professionals to monitor outcomes and support people's ongoing health and wellbeing. Risk assessments were in place, and care plans provided clear guidance to help staff manage risks and promote safety. Records confirmed that people received sufficient food and drink to maintain their health and wellbeing.

Medicines were managed safely, and routine safety checks were carried out on the environment and equipment. Fire risks had been assessed and were appropriately managed.

The service was clean, well maintained, and provided a friendly and welcoming environment. We observed positive interactions between people, visitors and staff, who knew the people well.

Effective governance and oversight systems were in place, supported by a range of audits and quality assurance checks. Staff spoke positively about the registered manager and management team, describing them as “open”, “approachable” and “supportive.” One member of staff said, “[Registered manager] and [deputy manager] are both very approachable. You’re not just coming to work here; you’re coming into a family; it’s a good environment to work in.”