Archived: Peel House

Staff knew how people expressed their wishes, likes and dislikes. Staff used the person's preferred method of communication to encourage them to make decisions. People were able to make decisions from the visual choices offered by the staff. We heard staff support one person to be independent by giving them simple instructions to use utensils. Staff knew when one person withdrew their hand they were refusing to participate.

When one person used behaviour which others found difficult, staff used prompts to help the person regain control of their behaviour.

People used wheelchairs to move around the home and when in the community. The property was adapted to ensure people were safe when moving and handling manoeuvres were used by staff. The manager ensured equipment covered by Lifting Operations and Lifting Equipment Regulations 1998 (LOLER) was checked to ensure it was fit for purpose.

The two relatives we contacted said their relative was well cared by the staff. One relative told us 'Yes my XX's dignity and privacy is respected. I am invited to care plan review meetings and my comments are considered. Activities could be better planned. The staff work hard and are motivated. I know how to make a complaint.' The other relative said 'I am kept informed about important events; I could not speak more highly of the environment, adaptations and the care. If I had a complaint I would go to the manager.'

The healthcare professional we contacted told us 'we devise care plans together and staff follow the guidance we give. Where people need specialist equipment we work together to provide the right equipment. There is a person centred approach to care from the staff.'

The family we spoke with said since January 2012 the level of care had improved because of the new manager and the increased staffing levels. We were told 'my relatives depend on the staff for all their care and the improvements with the staffing levels have made a huge difference, people can now go out.' This family confirmed they were invited to review meetings but their relatives were not always present. Regarding making complaints we were told their concerns were taken seriously and acted upon.

We observed staff interaction with people and we saw staff gave people time to make decisions. They addressed people in the way they wanted and knew what people meant when they used certain words. As people arrived home from being out during the day we heard staff greet people and ask them about their day. We saw there was a staff presence when people were in the lounge and we drew the manager's attention to the interaction people were having in the lounge because it was not as meaningful as we had observed during mealtimes.