We visited the location to carry out a planned review. We had also received some concerning information in respect of the quality of care delivered to people using the service. We spoke with six people using the service, one relative and five members of staff.
One person who had recently started using the service said staff had asked them how they would like their care to be delivered.
All people we spoke with told us that staff spoke to them with courtesy and respect one person said, 'The staff are wonderful, they are respectful and they speak nicely to me.'
Two people said there was enough information available to them to help them make decisions about their care and support.
A relative said the staff had been very helpful and they were kept informed of things. They said there were enough staff and they were happy with the care and support their relative received.
People using the service said they were happy and settled living at Bramwell and their needs were met. One person said, 'The staff are 1st class, they are very willing and help me as needed, I am very fussy and these staff are wonderful.' Another person said: 'I am happy and settled, the staff help me as needed.'
We spoke with people living at the service about how safe and supported they felt. All of the people told us they felt safe living at the home.
Two people using the service told us they received their medicines when they needed them.
People using the service said that staff were available to help them when needed, however two people did ask us where everyone was when there were no staff around.
One person said, 'There are enough staff to help me, I do not have to wait long, but I am fairly independent.'
However, other evidence did not support this. Although the atmosphere was calm and staff were attentive to people's needs we saw there were periods of time when people who needed to be were unsupervised. There were several times when there were no staff around in the communal areas as they were busy supporting other people with their needs.
People using the service said they could tell staff if they were unhappy about anything and they would be listened to.
One person said they had not had the opportunity to offer feedback via a questionnaire and there were no meetings they could attend.