Charlotte James Nursing Home

People's needs and choices were assessed, and they were supported by staff who were trained to meet their needs. People were supported to eat and drink enough to maintain a healthy diet. Staff worked effectively with other health and social care organisations to provide consistent and timely care for people. People were supported to access health care services and live healthier lives and their care and support was provided in a safe, clean and well-maintained environment.

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.

Staff were passionate about ensuring people were treated well and they respected their equality and diversity. People were supported to express their views and be involved in their care and their privacy and dignity was respected and promoted.

People's care was tailored to their needs and preferences. People's communication needs were assessed and detailed in their care plan and they were supported to develop and maintain relationships and take part in things of an interest to them. The provider had a complaints process in place to record, respond to and action any complaints. People's care plans contained details of the care they required in an emergency.

The registered manager created a positive culture to help provide good outcomes for people and they understood their obligation under the duty of candour. Managers and staff were clear about their roles and responsibilities and people, their relatives and staff were involved and a part of the service. The provider had effective systems in place to ensure continuous learning and improvements to people's care. Staff worked in partnership with others to achieve good outcomes for people.