Bannatyne Lodge

There were sufficient staff to support people safely. Staff had received safeguarding training and were clear on how and when to raise their concerns. Where appropriate, actions were taken to keep people safe.

Staff followed effective processes to assess and provide the support people needed to take their medicines safely.

Staff contacted health professionals when people's health needs changed. Staff followed good infection control practices and the home was clean and well maintained.

People and relatives were very positive about the caring nature of staff and had good relationships with them. They trusted the staff who supported them. Relative's comments included, "I would say that they treat [Name] very much as a person rather than just somebody to look after. I think they certainly seem to have quite a caring nature" and "The staff are patient and friendly. They are very polite and treat [Name] as though they are friends of theirs, which is what [Name] likes about it."

There was a welcoming, cheerful and friendly atmosphere at the service. A relative told us, "Staff are really friendly, approachable and caring. They always seem to be about to ask about things. They make the environment there a nice place to visit.'

Staff spoke positively about working at the home and the people they cared for. They said communication was effective to ensure they were kept up-to-date about any changes in people's care and support needs.

Staff respected people's diversity as unique individuals with their own needs. The staff team knew people well and provided support discreetly and with compassion.

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 home had a registered manager and management team who had good knowledge of people's needs and clear oversight of processes in the home. There were systems to assess the quality of the service, which were closely monitored. People, relatives and staff gave us positive feedback and told us they had opportunity to comment on the service.