Archived: Clarence House Nursing Home

People said staff were, “Caring and kind” and that they felt safe and were comfortable in the home. They said staff listened to them and we observed they were assisted in a helpful and sensitive way. Visiting relatives told us they were happy with the support that was provided.

Staff said they had confidence any issues would be appropriately dealt with by the manager. We observed that staff demonstrated a calm and friendly approach. They told us they enjoyed their jobs and worked well as a team.

We found a variety of internal audits were undertaken, together with analysis of these, to ensure risks concerning their health safety and welfare were minimised and effectively managed.

We saw evidence of audits the manager had completed of staff record keeping, together with surveys of people’s views, concerning the quality of the service that was delivered.

The service was being run by a firm of management consultants at the time of our visit. We were told the service was to continue to operate as business as usual.

We spoke with people who used the service and three relatives who were visiting on the day of our visit.

We saw that staff displayed an open and friendly approach and interacted with people in a positive manner. We observed staff listening to and involving people in decisions about their support, to ensure their wishes and feelings were respected.

People who used the service told us they were generally “Very satisfied” with the service that was delivered. People told us they were “Very comfortable” and that staff were “Friendly and Kind.” People said that staff looked after them well and involved community health care professionals when required.

A relative told us that support was “As good as it gets” and that they were “Satisfied” with the service provided. People who used the service said that staff listened to their concerns, whilst a relative confirmed staff treated people “With dignity.”

We found evidence of meetings and consultation with people about food that was served, together with audits that were carried out to ensure people received an adequate diet.