People receiving care and support were seen to be treated with dignity and respect by the provider and staff. Some people were not able to give us their views about the about if they felt their rights were respected due to communication difficulties. However, one person said 'It's nice here'. A person's representative who had completed a provider survey stated their relative was treated as an individual and said that that their independence was always promoted. During our visit we spoke with some people living at the home and spent time with some people who could not communicate. We saw that people were being cared for by staff who knew their needs well. We saw that people who could not communicate looked healthy, happy and contented. People or their representatives consented to the care being provided for people. One person said 'The staff help me'. Another person said 'It is nice here'. A person's representative who had completed a provider survey said their relative was always dressed nicely and in their own individual style.
We asked some people who could talk with us if they were unhappy about anything would they tell the staff. They replied 'Yes'. One person said 'I'm safe here'. A representative of a person said in a completed provider survey 'Any complaints or concerns are always taken seriously and are acted upon straight away'.
The people living at the home were cared for by the providers who were available twenty four hours a day. There was a small team of staff who provided continuity of care for people. We saw that people were treated as if they were part of a large family. We asked some people if staff were available when they needed them they said 'Yes'. One person said 'The staff are good'.
People we spoke with were not able to give their views about how the quality of the service was being assessed and monitored. We saw that all aspects of the service being delivered to people were being observed by the provider. A representative of a person living at the home said in a completed provider survey 'All the residents are treated as individuals. Their independence is always promoted. Choices are offered in meals and activities. My relative likes to vote in elections. There is a mobile phone available for people who are able to speak and listen to relatives to use'.