Archived: Bank House Residential Care Home

People and visitors had good things to say about the home and the care and support they received. They were very complimentary about the manager and staff. One person said, 'Perfect is a very strong word to use but I am happy to say that about Bank House. It's great.'

People told us they were invited to be involved in and consulted about how their care and support was given and reviewed. We saw care plans were detailed with guidance for staff so they knew the arrangements for people to give consent for care and treatment.

Everybody we spoke with said they were happy with the living accommodation at Bank House. They agreed it was secure, clean and well maintained. One person commented, "It is pristine."

The service had maintained its effective recruitment and selection systems. This ensured that sure all staff employed at the home were suitable to work with vulnerable people. Staff told us they had received all of the necessary training they required to help them do their job well and keep them up to date with good practice.

We saw the provider had continued to improve their systems to monitor and review the quality of their service by introducing better monitoring systems to maintain them. Improvements included developing better systems to show how they monitored the performance of the team. These on-going actions by the management have had a positive impact to continue to improve the provision of care for people living at Bank House.

People told us staff were respectful and kind to them. They said staff understood their needs well and supported them to make decisions about their care. They said they were offered choices in their daily living, for example when to get up and go to bed. They also had a choice of food and activities. People said staff respected their privacy and dignity and promoted their independence.

People said they felt safe living at Bank House. Staff told us they had received training in keeping people safe and knew the procedure to follow if they suspected abuse or observed any poor practice.

People said that staff were, 'very kind' and, 'very good'. People had confidence the staff would do the right thing for them and considered what was in their best interests. Staff told us they enjoyed working at the home. They said they received good training opportunities to equip them with the skills and knowledge to do their jobs. They said they were well supported.

People told us that the staff regularly asked them if they were happy with the service provided. They said they felt listened to and were confident in raising any concerns. One person told us, 'I've not had to raise any concerns".