27 January and 1 February 2011
During a routine inspection
Staff are described as 'lovely' and 'excellent'. People using this service believe that staff are generally skilled in supporting them. Some people said they thought that some staff could do with more supervision and that some staff needed to be more attentive or pay attention to detail. This would include making sure that each person has what they need at hand. Some people say that staff are rushed and that there are not enough of them. Some people say that some staff should be better supervised and that there are too many agency staff.
People say they get the care and attention they need in a way that suits them and helps them to stay independent. They say it is well coordinated. People see the doctor when needed and there is a nurse based on the unit. Some people told us that they wish the nurse would sometimes operate an appointment system so that they could discuss their treatment at a prearranged time. They say they would like this so that they can think about what they want to discuss. They say they sometimes feel ill prepared if they do not know the nurse is coming to see them. People told us that they like to manage their own medication and that there is not a problem with them doing this. Some people told us they particularly like the freedom to do this as they feel they know their medicines best, and know when it is most appropriate to take them. Those people who take pain killers and manage their own, felt that being able to manage their pain was a real bonus.
We were told by people that the food served at Exebank is 'excellent', 'you can't fault it' and 'fabulous'. There is a choice of options for breakfast, lunch and tea. One person said 'hot food is always served hot and this is so important'. People told us that staff will always offer an alternative if they do not like something and that people who need support get this. However, one person who is at risk of becoming malnourished told us that they do not drink all their prescribed dietary supplements because they do not like them.
People told us that Exebank is always clean. They say they have the equipment they need to stay independent and that they can get around easily using their walking sticks and wheelchairs because the corridors are wide and clear of clutter. They say their bedrooms are big enough for them to move around in safely. One person said 'smaller can be better when you are disabled because you can reach things easier'.
Some people say that they do not think Exebank is secure enough and that the policy of locking the door to the home at dusk is not always adhered to. Some people using this service and some relatives are concerned that people can enter the home without being challenged and believe this puts people at risk.
Another suggestion from one person is that the loud and often used call bell system should be reviewed so that people are not disturbed by this. People are asked for their feedback when they leave the service and they say that although they do not have complaints, that any niggles are dealt with quickly by staff.