We used a number of different methods to help us understand the experiences of people using the service because some of the people using the service had complex needs which meant that people were unable to tell us their experiences. Individual files contained information about people's religion, ethnicity and their first language. These also contained details of what action the service took to acknowledge and respect each person's cultural identity.
A visiting health care professional who was visiting the service spoke with us. This person said that in the three months they had been visiting the home they had found the service to be involving people in making choices as far as was reasonably practicable.
The care plans covered personal, physical, social and emotional support needs. These plans were being reviewed with progress and care plan updates being written each month.
People were encouraged to take part as much as possible with preparing meals and snacks although staff generally needed to play a large role in helping to do this.
We saw the manager responding to someone who was asking through pointing and signing which staff were working and when a member of staff they particularly liked would next be at the home. The manager took time to answer what this person wanted to know and to check that they had understood.