Hambrook Meadows

There was a strong, visible caring culture of caring for people. People's relatives spoke in glowing terms of how exceptionally compassionate and kind staff were. Staff cared for people in ways which demonstrated a real empathy for them and this caring attitude impacted very positively upon people's lives. People expressed their views and were involved in making everyday decisions about their care. Staff respected people's privacy and dignity and promoted independence.

The registered manager and staff worked closely with healthcare professionals to ensure people's needs were met at the end of their lives. People had personalised care plans in place which detailed their physical and mental health needs, their personal preferences and social histories. People enjoyed a range of activities which had been designed to meet their individual needs.

The provider had policies and procedures in place designed to protect people from the risk of suffering harm and abuse. Risk assessments were in place which identified possible risks to people living at the home. People's needs were met by suitable numbers of staff. People received their medicines as prescribed. The provider had processes in place to reduce the risk of the spread of infection.

People's needs were assessed before they were offered a room in the home. People were supported by staff who had the appropriate training and skills. The registered manager had made changes to the home so that the environment met the needs of people living with dementia. People were supported to access healthcare professionals when necessary and staff sought consent to care in line with law and guidance. People were supported to eat and drink enough.

The provider had a complaints procedure in place. The registered manager and provider ensured there was a person-centred, open and inclusive environment for people to live and staff to work. There was a clear leadership structure in place which included the registered manager and senior staff. The registered manager sought the views of people using the service, their relatives and staff and had a system of auditing in place to monitor the quality of the service offered. The registered manager and staff valued working with other professionals to improve outcomes for people.