People told us the staff were nice, they liked the food, got enough to eat and could choose what they wanted to eat. People also told us they liked the home and their rooms. They said their rooms were warm enough and their taps worked properly.
People told us they had no complaints but knew how to make one if they did. One person said they wouldn't have lived at the home for so long if they had any problems and if they did they would let the staff know.
We observed staff treating people with dignity and sensitivity. For example, we saw an incident where a person was confused and partly undressd in public which was dealt with reassuringly, kindly and with a clear recognition of the person's right to dignity and a concern to maintain the person's dignity demonstrated in their actions.
We found people who use the service could be confident that their human rights would be respected and taken into account because the provider had systems in place to gain and review consent from people who use services, and act on this.
We noted the home had suitable arrangements in place to obtain, and act in accordance with, the consent of people who used the service, or the consent of another person able lawfully to consent to care and treatment on that persons behalf; or where the person lacked capacity, to establish and act in accordance with the best interests of the person in line with the Mental Capacity act.
We found that people's needs were not fully risk assessed and care and treatment was not always planned and delivered in line with their individual care plan, or in a way that promoted people's safety and welfare.
Although we found good practice with regards to the environment, we concluded that people who used the service, staff and visitors were not always protected against the risks of unsafe or unsuitable premises because the provider did not fit expanding smoke seals to bedroom doors or opening alarms to fire exits and unlocked doors.
We saw that people were given support to make a comment or complaint where they needed assistance and people had their comments or complaints listened to and acted on, without the fear that they would be discriminated against for making a complaint.