Archived: Feniscliffe Bank Home for Older People

We spoke with three service users all told us they were treated with respect and dignity. One person told us, 'The staff speak to me nicely and are respectful'. A visiting family member told us, 'The staff are respectful they have a laugh with X, there is a good rapport'.

We saw the care plans were person centred and there was evidence of regular reviews of peoples needs. Care files had been signed and dated by service users and staff members.

The three service users we spoke with we were complimentary about the staff. We were told, "The staff are very good and know what they are doing". Service users and visiting relatives we spoke with confirmed there was always staff 'milling around'.

We asked the manager to tell us how she monitored the quality of service provision. We saw evidence of regular monitoring and audits taking place such as, medications, daily cleaning, bedroom checks and staff supervision.

People we spoke with confirmed they knew how to make a complaint. One person told us, 'I have no complaints but if I did I know to go to the top'. Another told us, 'I have no complaints; I would speak to staff if I did'. A visiting family member told us they had no complaints and were aware of complaints information in the entrance hall.

We reviewed the care files of three people using the service and found evidence that there were procedures in place to ensure that their consent was gained in relation to the care provided for them.

We saw that care plans clearly identified the needs of the person and included information on how they wished their care to be delivered. One person told us "It's lovely to live here. You get whatever you're in need of".

People spoken with told us they received appropriate support with their medication. We found evidence that there were effective systems in place for the safe administration of medicines.

We spoke with four members of staff who told us they felt well supported and confident in carrying out their responsibilities. We saw evidence that staff were appropriately qualified and provided with training relevant to their role.

We found that there were effective systems in place for the completion and storage of records relating to the care of people using the service and the maintenance of the premises