People told us they were well cared for and satisfied with the care received. They were treated with respect and involved in decisions about their care that ensured it was provided was suitable. One person said: 'It's a lovely place to live. Staff are wonderful and make a point of spending time with you.'People had a range of assessments in place detailing their needs. Care plans did not always reflect the changes to people's needs or how to manage those new risks. Review of care needs was ineffective because significant health issues or events were not taken into account. Improvements were needed.
Policies, procedures and trained staff ensured appropriate actions were taken to protect people from harm and abuse. One person said: 'I only need to press the call bell if I needed help and staff would come immediately.' Staff were aware of their responsibilities to protect people and were confident to raise concerns.
There were effective recruitment processes in place that ensured appropriate and suitably qualified staff were employed. Staff recruitment records showed employment checks were carried out to ensure they were suitable to work with vulnerable people and qualified. All staff were trained to do their job.
The provider had an effective quality assurance system in place to monitor and manage the quality of service provided. People had opportunities to make comment and complaints were listened to and acted on to ensure they experience a quality service.