Archived: Poplars Retirement Home

The service had taken steps to ensure people were involved in decisions about their care. People's views and experiences were taken into account in the way the service was provided. We observed staff supporting people with day-to-day activities, and the interaction was sincere, respectful and responsive to individual support needs.

We reviewed care plans for four people and saw they were person-centred and contained essential details about people's care and support needs.

The premises were comfortable, and maintained to a satisfactory standard. They were appropriate for meeting the needs of the people living there.

The service followed appropriate checking, selection and induction processes to ensure staff were suitable to work with vulnerable people and able to provide them with effective care.

The service was open to complaints, and people were given necessary support if they wished to complain. Complaints were resolved quickly and to the satisfaction of those making them.

During our visit we spoke with two people who used the service and four members of staff (including the registered manager). We spent time in the home's communal lounge and dinning room observing how staff interacted and supported people. We saw that staff interactions were warm and friendly and that staff had a good knowledge of the people they were caring for.

People told us that the home and staff were wonderful and the food was excellent. A health care professional found the staff helpful and interested in the people's care.

We noted that the owner who also manages the service had been on a period of leave, The CQC has not been notified of their absence, however the home had two deputy managers who were responsible for the day to day management in their absence. In such circumstances the CQC should be notified and advised of the management arrangements during the period of absence