Belle Vue Care Home

People's relatives told us they felt confident their relative was safe at Belle Vue. One relative said, "I am completely confident they are being truly looked after." Staff knew how to recognise signs of abuse or neglect, understood how to report them, and had completed safeguarding training. There were enough staff to meet people's needs and recruitment processes ensured staff were recruited safely.

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.

People's care plans contained detailed and person-centred information. This meant staff had all the information they needed to support people in accordance with both their health needs and their personal preferences. One person told us, "It's paradise. I have bacon and eggs every day." A relative told us, "Their care plan is personalised, and they know their needs." And a staff member said, "We take a very person centred approach at Belle Vue." People were supported to remain active and maintain important relationships. People's relatives told us activity provision was good. One relative said, "There are very good activity staff, they do a lot of activities, it is a very good programme." Another relative told us, "There are activities and stimulation, [relative] is involved, it has kept them going to be honest, it has enriched their quality of life."

People's relatives told us they were comfortable raising concerns. One relative said, "We had an issue with their clothes one day, it was dealt with straight away." Another relative told us, "They responded well. I've mentioned things a few times and they responded really well and apologised."

Systems were in place to monitor quality performance, risks and regulatory requirements. Governance systems included monthly governance reports which identified when internal auditing had identified areas for improvement. The regional manager monitored governance, made independent checks and conducted routine support visits. The registered manager felt well supported. Staff gave positive feedback about managers. One staff member said, "I have worked in care for 11 years and I have never come across a manager as kind-hearted and hardworking. They're simply amazing."

The culture of the home was person-centred, and people were supported to achieve good outcomes. People told us they felt well supported by staff and managers. One person said, "I can't praise the place enough." Another person told us, "The management are second to none, if I'm not happy about something here, I can go and say something, I'm not scared to say." People's relatives felt people were experiencing positive outcomes and told us they were invited to be involved in their relatives' care, where appropriate.

Staff told us there was an open, inclusive culture at Belle Vue. One staff member said, "Even in my first few conversations with managers I was made to feel welcome and like I could speak freely." Another staff member said, "I love working here, the atmosphere is happy and it's a great place to work." A third staff member told us, "The culture is very transparent, and the aim is clear, we provide the best person centred care and we all work together as a family to ensure this." Belle Vue supported continuous learning and sought opportunities to improve care and the outcomes people experienced.