People told us the staff treated them kindly and with respect. One person told us the staff do not always knock prior to coming into their bedroom.
We observed positive interactions between the staff and the people living in the home.
During our two day visit we did not see any social activities taking place supported by the care staff. Staff told us that the activities tend to be provided on a one to one basis and completed by the activity co-ordinator. Care staff told us that most of the time interactions with people tend to be during the delivery of personal care.
A member of staff anonymously has raised concerns with us about how people are treated in the home including the use of inappropriate language, people not being respected and the lack of dignity and privacy. This is being investigated by the local placing authority and the service. The staff and the people we spoke to during this visit did not raise any concerns with us.
People told us the staff explain what they are doing to assist them and ask their permission to assist them.
We spoke with five people who use the service. They told us that they were happy with the care that they received. One person said 'you just ask for something and they get it'. The people we spoke with said that the care they receive is delivered in a way which promotes their independence.
People we spoke to were aware of the complaints procedure and said they would report to the manager if they were unhappy about the care provided.
A relative said it is not always clear whether the staff member is a member of the care team or a domestic as they wear the same colour uniform. We saw that the care staff and the domestic staff wear the same uniform which could lead to confusion for people receiving a service and their relatives.
People told us that the staff respond promptly to their call bells. One person said 'the staff are alright, some are better than others. They also told us that 'sometimes the home is short staffed and the staff can be busy, but they do their best'.
Care documentation does not always contain current information about how the person should be supported and how decisions have been made on behalf of people.
We observed that people in the home were not supervised or supported at times due to staff being involved in providing personal care. There were limited meaningful activities.
A visiting relative told us that sometimes 'you cannot find a member of staff when you arrive' and that they had waited in the corridor for a period of ten minutes because there were no care staff available.
People cannot be confident that the staff have the necessary training, including a comprehensive induction to support them.
People using the service were aware that there has been changes with the management of the home both visiting relatives and people we spoke to told us the home has had three managers in the last twelve months. People were aware there was a new manager in post and he had been working in the home for three to four weeks.