4, 14 January 2011
During a routine inspection
A relative of a person living in the home told us the staff were 'patient and kind'.
A relative of a person in the home told us 'she loves it there ' she's very settled'. Another relative told us they were 'very pleased that she's so happy and settled at Elm Lodge'. Relatives said about the staff, 'they understand what she needs' and 'they know what they're doing'.
People and their relatives told us 'the food is very good'. A relative told us they were pleased because the person's appetite had improved and they were eating well since going to live in the home.
A relative told us the person's room was 'always clean'. Another relative said one of their reasons for choosing the home was because it was 'clean with no smells' when they came to visit.
Three relatives we spoke with told us they had never had to make a formal complaint about the home ' 'I've never found anything wrong'. One relative had made an informal, verbal complaint and said effective action had been taken promptly to address the issues.