The Dales Nursing Home

The Dales accommodates 31 people in an adapted building. It is a Victorian terraced property on three floors sited close to the city centre of Exeter. The service had a lift access to all floors. Some of the areas of the service are difficult to access due to the layout of the building. There are communal areas on the ground floor.

People, relatives and professionals were happy with the care provided. Relatives spoke highly of the service and how they were made welcome at any time. One said, "I spend a lot of time here and staff will do anything for you."

People had an assessment of their needs carried out and a care plan in place. People were included in decisions about their care, particularly around their wishes at the end of their life. The registered manager was passionate about end of life care and professionals spoke highly of both the care, skill and leadership shown to people nearing the end of their lives. One professional said, "(Registered manager) appears to inspire her team of carers to be equally compassionate and caring."

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.

The service had not always recruited prospective staff in a safe way. This meant the service could not be sure staff were safe to work with people who may be vulnerable. A new recruitment procedure and checking system has now been put in place.

Staff had completed the required training to perform their roles effectively and felt supported and valued in their role. They received supervision regularly in relation to their care practice.

Staff treated people in a respectful, kind and dignified way. Positive relationships had developed and staff knew people's individual needs well. Staff were respectful of people's dignity.

People were supported to eat and drink enough to meet their needs. They received their medicines at the right time and in the correct way.

People had individual assessments of risk in place but other risks had not always been identified which might pose a risk to people living at the Dales. However, these were all resolved during the inspection.

People found the registered manager supportive and approachable. Staff were positive about the culture of the service.

The new provider visited the service regularly and took an active approach in leading the service. They were committed to improving the service and had made extensive refurbishments to the building. They valued staff and their commitment to the service.

Some audits of the service took place, but these did not cover all the areas required. Some essential records to keep the building and people safe were not completed. However, systems have now been put in place for all areas of the service.

The service worked with other agencies to promote people's health, safety and well-being.