14 February 2011
During a routine inspection
We also spoke to the relatives of two people using the service. Both relatives visited the home and praised the quality of care at the home. Comments included:
'They do a really good job. When we pop in, [s/he] seems to be OK'
'When we visit, the staff come and sit with us and explain everything'.
'I haven't got any complaints. I'm very pleased. When we're there [s/he] is washed and clean.' This person told us that their relative had experienced an unexplained behaviour change recently and the staff had 'done everything they could' to discover the cause, for example, ruling out pain as a possible cause. They described their relative as 'very well looked after'.
'It's always very clean. Always dusting and polishing. I laugh with them about it being cleaner than my home.'
Both of these relatives told us that communication with the home was good: they had been involved in key decisions about their family member. Relatives also felt welcomed by the staff when visiting. One person liked to visit without letting the home know in advance and the staff always seemed pleased to see them. The home sought feedback from relatives about the quality of the service. One person said that she would feel able to raise any concerns with the staff 'there and then'.