We spoke with some of the people who live at Excelsior, it was not possible to speak to everyone due to the level of their cognitive impairment. We met other people in communal rooms. Overall people were happy with the care and service they receive. They said that they had no concerns about their privacy or dignity and that staff knock on their doors before entering and are considerate of privacy when providing personal care. People said that staff did what they asked them to do. No one we spoke to had any concerns about the way care was provided to them.
People told us that they have choice about what time they get up, go to bed and if and when they have baths. People told us that if they said they did not want to get up this was respected and staff would return later or when they called them via the call bell system. People said that there used to be a variety of activities provided at the home including crafts which they had enjoyed however these were no longer occurring.
People were less clear about their care plans and risk assessments but were happy with the way their health and personal care needs were met. People said that they are able to see their doctor when they need to and that staff will arrange this.
People told us they were happy with their personal accommodation (bedrooms) and they had been able to bring in items from home to personalise their rooms. People said that they had used the outdoor decking area on warm days and that they enjoyed the views from the sun lounge and some bedrooms.
People we spoke with said that staff were nice and helpful. People stated that staff responded to call bells although at some times there could be a delay in bells being answered. One person was concerned that only one awake staff member was on duty at night although they did confirm that the sleepin staff were woken when necessary. People said staff knew how to look after them and they felt staff did a good job of looking after them.
People said that they had not completed any formal questionnaires about the service however they said they saw the providers frequently and would feel able to raise any concerns with them. People also said that the chef regularly asks them about their meals and if there are any alternatives or suggestions.