People told us what it was like to live at this home and described how they were treated by staff and their involvement in making choices about their care. They also told us about the quality and choice of food and drink available. This was because this inspection was part of a themed inspection programme to assess whether older people living in care homes are treated with dignity and respect and whether their nutritional needs are met.The inspection team was led by a Care Quality Commission (CQC) inspector joined by an Expert by Experience who has personal experience of using or caring for someone who uses this type of service. We visited the Sandringham and Balmoral units at the home. At the time of our visit 26 people were living on the Sandringham unit and 39 people on the Balmoral unit. We spoke with four of these people and the family members visiting two people and a friend visiting another. We also spoke to the home manager, the Sandringham unit manager, two nurses, three care assistants and the chef on duty.
During our observations we saw that support was given to people as and when required, always with consent and with respectful conversation. People's choices and instructions were listened to and acted upon. From the staff interactions we observed we felt that staff had a good understanding of people's individual needs and personal preferences.
One person we spoke to said; 'Everything is ok and the staff are very nice.' Another said; 'The staff are respectful, there is no problem with that.' A visiting friend told us; 'I am always made welcome by the staff here and my friend is always treated politely. She is always dressed properly and kept clean and comfortable.'
We observed lunchtime in the Balmoral unit. The majority of people needed some help with eating and drinking and this support was delivered in a person centred and unobtrusive way. We saw covered hot food being taken out on trays to people who choose to eat lunch in their rooms. These were well organised and the food well presented. In the Sandringham unit we observed the end of lunch and saw that most people could support themselves to eat. Staff encouraged them to eat when necessary in a sensitive way and did not rush them.
One person told us; 'The food is very good and I get a choice. They don't leave you too long before offering food and drink.' A visiting friend told us; 'There is plenty to eat and drink. My friend has a choice and they do make sure that she eats something.' A visiting family member told us; 'There are plenty of options and the food is fine.' Another person and their relative also commented on how good the food was.
During our observations we saw there were enough staff to meet people's observable care, support and nutritional needs. All buzzer calls for staff were also answered promptly. The interaction between people who lived at the home and the staff was relaxed and informal and the atmosphere was friendly and homely.
One person told us; 'Everything is done to make you comfortable.' Another said; 'I am happy with living here. People come if I use the buzzer.' A visiting friend told us their friend; 'Now needs a lot of support and gets lots of help from the staff here.'