Bourne View

Staff demonstrated a good understanding around the provider's safeguarding procedures and understood how to recognise potential signs of abuse. People and their relatives told us they felt safe living at Bourne View.

People had detailed assessments completed for them which gave staff guidance to ensure people were cared for and supported in ways they preferred. Each person was respected as an individual, with their own social and cultural diversity, values and beliefs.

People's medicines were managed safely, stored securely and administered by trained staff. People received assistance to take their medicines as prescribed.

The provider had robust recruitment systems in place to ensure staff were safely recruited. There were enough staff employed on each shift to ensure people received individual, person centred care and support at all times.

Staff were themselves supported with a system of regular supervisions and annual appraisals that offered ongoing support and development opportunities for staff.

The clinical lead had won Care Home Worker of the Year at an independent newspaper's Proud To Care Awards.

The provider ran an effective training programme that staff felt was informative, useful and well delivered. Staff commented they enjoyed both the practical face to face group training sessions as well as the on-line learning that they found provided a flexible method of learning. Staff told us the training was, "Brilliant and really effective."

The service was working within the principles of the Mental Capacity Act 2005. People were supported to have maximum choice and control over 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 dietary needs and preferences were assessed and where needed, people received support to eat and drink. This was provided by staff in a discreet and friendly way. Meal times were a social occasion with the dining rooms attractively laid out. People could choose where they sat, enabling them to enjoy their meal time experiences with friends and family. People told us they really enjoyed their meals, one person said, "The meals look nice, it's all very good, it's lovely."

People and relatives consistently told us how they were treated with kindness, warmth, compassion and respect by all staff. People received care and support from a consistent staff team that knew them well and provided their care in ways they preferred.

People's ongoing health care needs were continually assessed, and people were referred to health professionals when required. The service worked collaboratively with health care professionals and had established a bespoke system for end of life care, to ensure people experienced a comfortable, dignified and pain free death.

The service had a varied activities programme for people to enjoy and take part in if they wished. Activities included outings to places of interest, and towns as well as indoor activities and visiting independent entertainers. For people who wished to remain in their bedrooms, one to one support was offered to prevent social isolation.

People and relatives knew how to make a complaint and felt confident they would be listened to if they needed to raise any concerns. People and relatives were encouraged to share their views about the service which were welcomed and acted upon.

There were a variety of audits, policies, spot checks, systems and procedures in place to monitor the quality and safety of the service and ensure a culture of continuous improvement and learning took place.

People, relatives, health professionals and staff told us the service was well-led and expressed confidence in the registered manager and the management team. The registered manager demonstrated an open, supportive and professional management style with an ethos around support, continual development and improvement throughout the service.

Staff felt well supported and spoke highly of the registered manager and management team. Staff were passionate, committed and motivated to delivering quality person-centred care to people. Staff told us they loved working at Bourne View.