People told us that the manager and staff were now friendly with each other. We found that changes had been made to the management structure and that improvements had been made to the communication and leadership the staff received.
Our observations showed us that people were given the support and attention they needed and had a positive experience of being included in conversations and decision making.
We found that some of the plans of care had been redesigned and contained the information staff members needed to ensure that the health and safety of people was promoted.
Relatives told us that people received the care and support they needed and that staff were very kind.
We saw that medication was administered, recorded and stored accurately and safely.
There were effective recruitment and selection processes in place and appropriate checks were undertaken before staff began work.
People told us their complaints were listened to and resolved. However, we found that there was an incomplete complaints system in place and that records of the complaints made since 2011 were not held.
People told us that the manager and deputy manager sometimes shouted at staff but never at them. We found that the manager used poor communication and leadership skills with staff at times.
Our observations showed us that people were given the care, support and attention they needed and had a positive experience of being included in conversations and decision making.
The plans of care that we reviewed contained the information staff members needed to ensure that the health, safety and welfare of people was promoted.
People who used the service told us that they received the care and support they needed and that staff were very kind.
People living in the home told us that the staff showed them the menu each day so that they could choose what they ate at each meal.
The condition of the environment had deteriorated since the last inspection visit and people were living in a home that was not well maintained and safe in all areas.
People received the care and support they required because adequate staffing levels were in place.
People were cared for by staff members who were not supported to deliver care and support safely and to an appropriate standard.
Staff asked people about their satisfaction of the care and support they provided but there was a lack of effective systems in place to ensure that the quality of care was regularly audited and monitored.
The home was managed by an experienced registered manager.
People also told us that they enjoyed the food and that if they did not like what the main meal of the day was they were offered an alternative.
We were told that, on occasions, it can take staff up to 20 minutes to respond to the call bell and that this was too long for people to wait. One person also stated that their call bell was inaccessible when they were in bed.
Generally people felt the home was clean and tidy, although on occasions can be quite cold.