During our visit to meet people who used the service we found that some people who used the services had complex needs and were not able to verbally communicate their views and experiences to us. These individuals were reliant on staff to meet their physical, emotional and social needs. Due to this we observed staff interactions with people to help us understand how people's needs were supported. We observed that staff treated people with respect, protected their dignity and had professional, positive relationships One person said, 'It's alright living here'. 'I like going to Crystal Peaks shopping with staff'. They were also keen to tell us they are moving to a new flat in the near future and were looking forward to this.
We spoke to one relative who told us their relative had received services from the provider for over 18 years. They said they were generally satisfied with the care and support offered to their relative. They told us, their relative, 'Is happy at the service and we would definitely know if there were any concerns, from their behaviour and mood'.
They went on to tell us they were invited to attend reviews of care plans and had regular contact with staff from the service and said, 'They do take on board what I say'. And 'I have no concerns about the level of care'offered to their relative. The relative told us that the person's health needs were met and said, 'Staff are excellent at meeting their health needs'. 'Staff supported (the person) to attend health appointments and I have been invited along as well.
The only concern raised by the relative was the staffing levels, they said, 'Sometimes there are not many staff on'. This they felt led to a lack of opportunity for people to access the community on some occasions. The relative went on to say, 'I would like them to go out more often'.
One relative told us, 'The staff are good, they understand (the person's) needs, and I have no concerns about the way they are cared for'. 'I feel (the person) is safe at the service'. And 'If I had any concerns I would contact the manager', whom they described as 'approachable'. And went on to say they would have no qualms about making a complaint.