We spoke to five people who lived at the home and one relative who told us the standard of care was very good. They also said the staff were kind and caring and they were involved in daily decisions about their care. They told us most of the staff were fantastic and that nothing was too much trouble to the staff.
During these visits people told us that they felt they could make a complaint or discuss any concerns with staff, or the manager. Another person said that the staff try to 'sort out any problems themselves if they can.' One person said that they had raised some concerns about the untidiness of the outdoor smoking area and they had been sweeping it themselves. They said they had not raised the issues as a complaint and so it was agreed that we would speak to the manager on their behalf. The manager dealt with the concern following the visit.
Two of the people when asked said that they knew there was a system for dealing with complaints and that they had been given information about how to do it when they first arrived. One person spoken to had needed to use the complaint process and has spoken to the Manager about their concern. They said that they were waiting for the outcome of the investigation.
The relatives spoken to said they had been consulted about the care plans. One relative said that 'I was asked about XXs likes and dislikes and I have been asked to complete a form so that they can know more about him and his life up till now.'
One relative spoken to said that they had been "very impressed by the care that their relative had been given." Another said that they thought the staff were "thoughtful" and that the staff were even considerate to the relatives of people living in the home.
People living in the home were asked about the food and there was a very mixed response. One said "it's always lovely and I get to choose what I want" another said "it's fine" and another "I like the chips." However one of those asked said that the food was "really awful" and another said "I wouldn't give it to a dog." Two other people said that they did not always eat the meals in the home and tended to buy food of their own choice themselves. When the people who did not like the food were asked why they did not like it there was no consensus about the reason. One said "it's the quality" and another said "it's just not nice."
The people living in Chase Park were not asked directly about this outcome. However, one person said "the staff are fine" and another told us that the people who worked in the home were "pretty good and nice enough."
People said that they felt able to make a complaint or to discuss any concerns with
staff, or the manager, and that the more junior staff always make sure that any
concerns are passed to the senior staff if they cannot resolve it easily themselves.
One said that they were "happy that any problems would be sorted out" and that any complaint or concerns would be taken seriously by the service. Two people said that they knew there was a system for dealing with complaints and that they had been given information about how to do it. None spoken to had needed to use the complaint process. The people spoken to in private included some who were unhappy with the food. They said that they had complained and as a result there had been a residents meeting which was attended by the Chef.