The Heathers Nursing Home

People's needs were assessed, and their care was delivered in line with their preferences. People were supported by staff who were trained and knew their individual needs. People were supported to maintain a balanced diet and access healthcare services as and when required. 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 were supported and treated well and were involved in their care. Staff respected people's privacy and dignity and promoted their independence.

People received personalised care which included their choice and preferences. People's communication needs were met, and the provider followed the Accessible Information Standard (AIS).

The home manager was aware there had been a reduction in activities, however they had employed a new activity lead to support increased activities for people. People were supported to maintain social relationships. People and their relatives did not have any concerns, although they knew how to raise them. The home manager reviewed and investigated any complaints they received. People's future wishes were detailed in their care plans.

Systems were in place to monitor the quality and safety of the service. Staff promoted a positive person- centred culture, where staff were open and honest, and they understood their roles and responsibilities. People were supported by passionate staff and the home manager considered the views of staff, people living in the home and their relatives. Staff worked together with health and social care professionals.