Two of those people spoken to said that they were aware that they had a care plan but told us that they had not wanted to see it. They told us that they were happy with the way that the staff discussed the contents with them when any changes were made. One person said that they had looked at the plan and had made comments about it which had resulted in it being changed.The relatives spoken to said they had been consulted about the care plans. One relative said that 'I was asked about XXs likes and dislikes and I have been asked to complete a form so that they can know more about him and his life up till now.'
One relative spoken to said that they had been "very impressed by the care that their relative had been given." Another said that they thought the staff were "thoughtful" and that the staff were even considerate to the relatives of people living in the home.
People living in the home were asked about the food and there was a very mixed response. One said "it's always lovely and I get to choose what I want" another said "it's fine" and another "I like the chips." However one of those asked said that the food was "really awful" and another said "I wouldn't give it to a dog." Two other people said that they did not always eat the meals in the home and tended to buy food of their own choice themselves. When the people who did not like the food were asked why they did not like it there was no consensus about the reason. One said "it's the quality" and another said "it's just not nice."
The people living in Chase Park were not asked directly about this outcome. However, one person said "the staff are fine" and another told us that the people who worked in the home were "pretty good and nice enough."
People said that they felt able to make a complaint or to discuss any concerns with
staff, or the manager, and that the more junior staff always make sure that any
concerns are passed to the senior staff if they cannot resolve it easily themselves.
One said that they were "happy that any problems would be sorted out" and that any complaint or concerns would be taken seriously by the service. Two people said that they knew there was a system for dealing with complaints and that they had been given information about how to do it. None spoken to had needed to use the complaint process. The people spoken to in private included some who were unhappy with the food. They said that they had complained and as a result there had been a residents meeting which was attended by the Chef.