Apsley House Care Home

People felt safe and told us they enjoyed living at the service. There was a calm and happy atmosphere when we visited. Care staff were well informed about risks to people's health or wellbeing and knew how to deliver care safely. Staffing levels were enough to meet people's needs. Medicines were managed safely. Lessons were learned if things went wrong.

The home was clean and staff had been trained in infection prevention and control. There were clear measures in place to manage the risk of the COVID-19 pandemic. We signposted the registered manager to guidance on personal protective equipment (PPE) for staff unable to wear face masks and to guidance on restricting staff movement between care homes. One staff member told us, "We've all pulled together, and I feel safer in here than I do in the outside world."

People received good quality care that improved their wellbeing. People spoke positively about the staff who supported them and had confidence in their skills and experience. Staff felt supported and were assured their views and opinions were valued. People spoke enthusiastically about the food and were able to make suggestions for additions to the menu. Snacks and drinks were readily available throughout the day. People had access to a range of healthcare professionals and support. Premises were suitable, comfortable and met people's needs.

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.

Strong relationships were formed between staff and people due to the continuity and caring approach of staff members. People were encouraged to be involved in decisions relating to their care and were treated with dignity and respect.

Staff were skilled in supporting people at the end of their lives. They took time to understand the person's wishes and worked to facilitate these. Relatives spoke highly of the care their loved ones had received.

People's communication needs were identified and planned for. People expressed confidence they could raise any issues or concerns with any member of staff or the management team and these would be addressed.

The management team had clear systems in place to monitor the care people received and to drive improvement.