One person told us that 'It's a very good home. There's easy access by rail and bus. It's very well situated.'
A relative spoken with told us that they were happy with the care provided to their spouse and that nurses and carers were 'very approachable'. We observed that relatives were made very welcome. A coffee bar area in the home was available for visitors to use.
Staff were observed interacting positively with the people living in the home.
Staff were described as warm and kind and peoples' needs were generally attended to without delay. Peoples' suggestions were being acted upon, such as the introduction of a non-profit making shop and weekend activities. People felt able to raise any concerns directly with staff.
People told us that the food provided was generally of a poor quality. They said that it was often served over cooked or burnt or undercooked with the centre of the food still frozen. They said that if they had a concern, they would speak to a member of staff or their relatives. They told us that they felt that they would be listened to and their concerns addressed. Relatives however, were less confident that their concerns would be listened to or acted upon.
People also told us that there were few opportunities to voice their opinions. They also said that the staff levels were often low and staff were very rushed trying to complete tasks.