Torrwood Care Centre

People we spoke with were positive about living at the home. They told us they felt safe and well-looked after by the staff team. There was a relaxed and friendly atmosphere at the home. We observed staff were warm and respectful when speaking to people, and people were relaxed and comfortable with the staff. Risks to people had been assessed and guidance was in place for staff to reduce risks. The environment was well-maintained and regular checks carried out to ensure the environment remained safe. When accidents or incidents occurred these were reported and actions put in place to reduce reoccurrence. The provider had systems in place identify and report any concerns about abuse; staff were trained in safeguarding and knew how to report concerns.

People's care needs were assessed and care plans developed based on these needs. People's social emotional and spiritual needs were considered alongside any physical or nursing needs. People were supported to make their own decisions wherever possible. Staff were trained and supervised and had been recruited safely. Nursing staff had the opportunity to undertake additional training in areas of interest.

Staff spoke about people with respect, warmth and knowledge. We observed they supported people discreetly and protected their dignity and independence.

People were supported to stay in touch with family members. During the pandemic the provider had arranged video calls and relatives were kept informed. There was a range of activities for people to attend. Staff had introduced a system which enabled them to produce a newsletter for people from family social media posts.

The provider had a system in place to monitor the quality and effectiveness of the service. However, we found the system to monitor repositioning for people at risk of pressure ulcers was not robust. We raised this at inspection and staff took immediate action. Staff morale was good, and we were told the team was supported. Staff felt they could approach nursing staff or the registered manager with any concerns. People had access to external professionals such as chiropodists and physiotherapists.

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. Staff understood that people were best able to take decisions at varying times. Where people had decisions made in their best interests this was documented.