Arbour Walk

Staff were guided in how to support people safely by current risk assessments showing how to reduce risks for each person they supported. The staff had an up to date understanding of safeguarding. This meant they were aware of what to do to keep people safe, if they thought they were vulnerable to abuse.

There was a system to monitor and learn after accidents and incidents had taken place. People's medicines were managed safely. Staff knew how to reduce the spread of infection.

People were protected from the risks of unsafe staff. This was because recruitment and selection processes were in place to employ suitable staff. There were enough staff deployed to provide care and support to people that was safe and met their needs.

Regular training for staff was in place. This meant staff were effectively trained to ensure they were fully competent in their work. New staff undertook an induction when they started. Staff spoke positively about the ongoing training they received. They said it helped them to keep their knowledge and skills up to date. Staff attended meetings and met frequently with a senior staff member to discuss and reflect on their practice.

People were assisted to have maximum choice and control of their lives and staff assisted them in the least restrictive way possible and in their best interests; the policies and systems in the service assisted this practice.

People enjoyed the food options and their dietary needs were well catered for. Staff were skilled at encouraging people to eat and drink enough.

People were able to see health professionals when needed. The environment was very dementia friendly and supported people's needs. For example, there was easily readable signage throughout the home to help people find their around.

People spoke very highly of the registered manager and staff team. One person said, "Management is beyond comparison, the care and the trouble they go to, of course I would recommend it, it is the people, we are family now." Another person told us, "The atmosphere is light-hearted, staff seem to mix well with one another, with the virus they coped very well, they learnt to adjust, they have a calling."

Quality monitoring systems and processes were in place and were effective at improving the service even further. These were used to review feedback and to check care delivery, staff performance and training.