16 May 2013
During a routine inspection
People and their relatives spoke positively about their care. One person told us, 'I think the care is marvellous, I don't think they could do any better.' A relative told us, 'My mother is always well presented and seems well looked after. They are always very informative; any issues are reported to us.'
People we spoke with said they felt safe in the service. A relative told us, 'Mother is safe 24/7 and it was a big weight off my mind when she came here.'
There were effective recruitment and selection processes in place and people spoke positively about the staff that worked with them. One person told us, 'I have no problems at all with the staff; they are excellent.' A relative told us, 'For me, staff are one of the best things about the place. They are always friendly and the way they relate is spot on; they are always cheerful.'
People we spoke with were clear about how to make a complaint. One person told us, 'I would see the manager if I had a complaint, but I have never had one to make.' A relative told us, 'I have never had a complaint, but I would go to the manager in the first instance if I had. I got a pack which has complaints information in it. There is information about how to complain near the entrance.'