Archived: Park House Rest Home

We found that people were happy with the care they were receiving. People told us they were happy living at Park House. Observations of care showed us staff members knew people well and treated people with respect and dignity. Relatives told us they had a good relationship with staff and the manager. They told us they were included and involved in the planning of the care of their relative. We saw staff being calm and gentle using distraction techniques and using appropriate touch to reassure people. For example we saw a staff member guide people by their hand, linking arms or holding someone's hand whilst talking with them. We saw that staff would make eye contact at the person's level and we found there was laughter and smiles delivered with a kind and caring approach.

The manager had built up good relationships with other professionals for the overall care of people living in Park House. Relatives told us they felt the manager had good links with other professionals for the overall care of people.

The manager had an effective way of monitoring and assessing the service provided to people.

People told us that they were involved in the planning and delivery of their care and said the staff respected their choices but also offered support to help them make choices when they needed it.

One person told us they were always invited to their care plan review and always went along. People told us that members of staff were kind and helpful. People we spoke with felt that their personal care was carried out in a manner that promoted their privacy and dignity. One person told us that the staff always asked if there was anything more that they could do. Another person said members of staff always help resolve situations when between people living there didn't get on.

Another person said 'I would like to say thanks all of them for what they do. I am very happy. This is the best home I have ever lived in and I couldn't wish for better'.

However, the provider did not ensure that personal care plan records were kept securely and information held in staff personnel files did not follow guidance.