24 May 2012
During a routine inspection
In addition to the methodology identified at the beginning of this report and to further assist us in determining peoples' experiences of the care and support they received, we undertook focused observations of staff interactions with five people, including the three referred to above. These covered two 30 minute sessions in a main communal area during the morning of our visit, using our Short Observational Framework for Inspection (SOFI).
Two people told us about some of the ways the service informed and involved them. Giving examples of key procedures such as complaints and fire and information about events and activities.
One person told us about the residents' committee and all said that activities and entertainments were regularly provided, which they could choose to join. Another told us they were going to the local theatre that evening with a group of people from the home, with support from staff One person said, 'We enjoy the activities here,' 'There is something happening most days.'
All confirmed that staff treated them with respect and ensured their privacy and dignity, whilst mostly supporting them to be as independent as possible.
People mostly expressed overall satisfaction with the care and support they received and confirmed the home was usually well maintained and kept clean and fresh. Three described suitable arrangements for their health care needs, including for their medicines.
One person told us, 'They look after me well.' Another said, 'Staff are fantastic, they are kind and I get all the help I need.'
Howeover, from our discussions and observations, we found instances where some people's rights were not always taken into account in the way the service was provided. Mainly for aspects of their preferred daily living choices and routines.
Two people and two advocates said they were not routinely asked for their views about the care and services provided in the home and did not know how to access the manager. Although four said they were confident to raise any concerns they may have about the care and services received and felt these would be taken seriously and acted on.
Three people confirmed that staff, were mostly available when they needed them and listened and acted on what they said. One person said, 'They help me when I need, I can't fault them.'