The Friendly Inn

Staff were recruited safely. Enough staff were on duty to meet people's needs during our visit and some new staff were being recruited. People received their medicines when they needed them and medicines were administered, stored and disposed of safely.

The home was clean, and the provider's infection prevention and control measures were effective. The environment was dementia friendly in line with best practice. A range of communal areas including a well- maintained garden was available for people to enjoy.

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.

People and their relatives had confidence in the ability of staff to provide effective care. Staff completed an induction when they started work and completed ongoing training to help them provide effective care to people. People liked the food available and their dietary needs were met. People had access to healthcare professionals when needed which supported them to live healthier lives.

People received personalised care and the staff team demonstrated a shared commitment to providing good care. People liked the staff and we saw staff treated people with kindness. People's right to privacy was respected, their independence was promoted, and their dignity was maintained.

People were happy with the social activities available to occupy their time and they had been supported to keep in contact with people who were important to them during the COVID-19 pandemic.

People and relatives spoke positively about the management team and action was being taken to improve staff morale. Good governance was embedded, and managerial and provider oversight of the service was good. The registered manager understood their responsibilities and kept their knowledge of legislation and best practice up to date. Staff understood what the management team expected of them.

People and their relatives knew how to complain. Feedback was welcomed and was used to drive forward improvement and learn lessons. The management team welcomed our inspection and understood the need to be open and honest if things went wrong.