Knowle Hill

People were cared for by staff who were knowledgeable and skilled. People were happy with the care they received. They were involved in developing their care plans and people's care plans were detailed enough so staff knew what care to provide to each person. 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. People's nutritional needs were met, and people were satisfied with the food provided at Knowle Hill, though some people told us they did not know what would be on offer at lunchtimes until lunch was served. People were supported to maintain their health and staff worked alongside community health professionals to ensure people received effective care.

People and their relatives were positive about the staff team. They told us staff were kind and caring. People were supported by staff who knew them well. We observed staff treat people with dignity and respect. People were supported and encouraged to remain involved in decisions about their care. People's privacy was respected, and their independence was promoted.

People's care plans were person-centred and contained information about their life history and preferences for receiving care. This supported staff to provide personalised care to people. However, some people told us they did not have enough to do, to keep them occupied throughout the day. We found some activities did take place, however improvements were required in this area. We have made a recommendation about the development of activity provision in the home. The provider had a suitable complaints procedure in place and we found complaints had been investigated and acted upon. The provider had systems in place to ensure people who received care at the end of their life were cared for in accordance with their expressed wishes and any pain was effectively managed.

The home was well-run. People were supported by a team of staff who were happy in their jobs and well- supported by their managers. An experienced registered manager and senior staff completed a range of regular checks on the quality and safety of the service. The provider, registered manager and staff all demonstrated a desire to provide person-centred, high-quality care. People, relatives, staff and visiting

professionals had regular opportunities to express their views about the service.