We spoke with sixteen people that used the service during our visits to the location. The majority of people were positive about the approach of the staff, they told us 'the staff are kind' and 'the staff do their best'. Six people told us that some staff were better than others and shared examples with us about how they felt uncomfortable asking for assistance from some individual staff members. This is further discussed in the main body of this report.The people we spoke with who used the service told us that they knew how to make a complaint and that if they were not happy with the outcomes to their concerns or complaints there were other organisations that they could contact for assistance. One person showed us notices posted in the ward that advised people of how they could make complaints about the service that was provided. Another person shared an example of a recent complaint that they had made. They told us that their concerns were listened to, acted upon promptly and dealt with to their satisfaction.
The majority of people that we spoke with told us that they had been consulted with about their care plan and the contents of their care records. Two people told us that they did not know what was in their care records and that the staff had not sat with them and discussed the contents. However, the two people's care records showed that they had been consulted with.
People told us that the quality of food was good. However, we heard varying comments about the size of the portions of food provided and that sometimes there was no provision of 'seconds' if people were hungry after they had eaten their meal. People told us that there were always two choices of meal and that specific diverse dietary needs were met, such as the provision of vegetarian, vegan and Halal meals. People we spoke with who used the service were positive about the facilities that were available, such as the gym and the opportunities for gardening.