We reviewed all the information we hold about this provider, surveyed people who use services, carried out a visit on 21 February and 4 March 2011, observed how people were being cared for, and talked to people who use services, talked to staff, checked the provider's records, and looked at records of people who use services. People considered that the daily routines are flexible and take into account their wishes and preferences. People able to express their views felt they are involved in decisions about their care and treatment. They felt able to raise concerns.Most relatives were generally happy with the care and service provided, although not all people shared this view. Two relatives told us said that'' the quality of care and service is not consistent'.
Relatives praised the staff and described them as ''very caring'', and certain staff as 'outstanding'. They felt that the home has some very committed staff that are always willing to help.
Most people considered there was generally enough staff on duty to meet people's needs. Two relatives said that staff shortages were sometimes a problem, resulting in people been rushed, or having to wait longer for assistance. The quality of people's care varies depending on the numbers and skills of staff on duty.
People considered that standards of cleanliness are generally good, except for un-pleasant odours in areas of the home.