29 January 2014
During a routine inspection
People knew about the personal care the staff delivered. Two people told us they had a file and they looked at the file sometimes. One person told us 'the staff prompt me with personal hygiene, my appearance (making sure appropriately dressed for the weather) and keeping the house tidy.' Another person said staff helped with cooking and bus travel and the third person said 'staff help me to shave, help me with money and shopping.'
Staff told us some people needed information in pictures and words to help them make decisions but this information had not been provided in this format. This meant people with limited communications were not fully supported to understand their care and treatment and to make informed decisions.
People told us they mostly felt safe with the staff and they made complaints if they were not happy. One person told us they had complained to the staff and the staff had said 'thank you XX for raising it. I can talk to them. This person told us alternative arrangements could be made if they did not get on with some staff working one to one with them. Another person told us they would tell their relative if they were not happy.