We saw that staff were very respectful and considerate towards the Sister's living at the home, taking care to explain what they were doing and why and allowing time for people to understand, such as when supporting people to engage in an activity or when helping people to move to another area of the home. Staff were patient when offering choices such as where to sit or what to do and did not pressure people for a quick reply. We spoke individually with three of the Sisters living at the home who were consistent in telling us that they were very pleased with the level of care and support received. These people were also extremely positive about the qualities of the staff team that were described as, 'Very kind and caring'. Another Sister said, 'I am quite content here and well looked after'.
A very high standard of care and support is offered and staffing levels are generous. This means that the staff team have opportunity to spend time with people and listen to them, so that a personalised service is provided that is specific to the individual.
Those living at the Cross and Passion Convent provided much positive feedback about the service provided. Comments included, 'The staff are very good, all of them. The food is very good and I am content'. Another person told us that, 'Nothing is too much trouble' and that she had complete confidence in the staff team. This same person also commented that she was very lucky to be living in such a lovely place with her own comfortable bedroom with a private bathroom.
A member of the nursing staff team told us, 'The actual medical and basic care is amazing, people can have a bath or shower every day, clothes are very clean and changed immediately when required, the environment is amazing, very serene and quiet, nobody waits for anything there is immediate staff attention'.
When asked, the Sister's we spoke with told us that they felt safe living at the home. One person told us, 'I feel very safe and well looked after here'. Written Information about raising any concerns is incorporated in the Service User Guide, a copy of which had been given to each person living at the home.
There was a very comfortable relationship observed between members of staff and the Sister's living at the home, making it easier for people to say if they were unhappy about anything. We observed that staff treated people with dignity and spoke to them respectfully throughout the visit.
Staff spoke positively about the training provided and of the support they received.
The Sister's we spoke with did give us general feedback about the manager and all members of staff describing them as very approachable with one Sister saying, 'I would just ask Matron and she would sort it out.'