People were cared for in a clean, hygienic environment. People and their family members were positive about the cleanliness and hygiene at the home. They told us that they always found the home clean.
Staff were trained and supervised and had the chance to develop and improve their skills.
There was a complaints system available. People and family members we spoke with said they would raise concerns if they needed to.
We spoke with four people about how the home met their needs, respected their human rights, maintained their dignity and privacy and promoted their independence. One person told us they had chosen to sit in a chair, rather than go to bed that night.
The other people told us they get up and go to bed when they choose, they just ask staff when they're ready.
One person said, 'Staff will do anything I ask them.'
However, a further person we spoke with told us they regularly had to wait half an hour for assistance with going to the toilet. They told us this meant they were sometimes incontinent. They said they didn't like the attitude of staff when they raised this with them. For example, they said staff said, 'Well it's dinner time at the moment' and 'You're not the only one we have to deal with.'
We spoke with three people using the service about the care they received. One told us they couldn't complain at all, the staff looked after them very well. Another told us their family visited and took them out on visits. The third person told us staff were good to them because they needed so much help. One of the three people told us they went out every Sunday to chapel and in the home they played bingo, karaoke, did exercises and had been asked this week if they would like a trip out.
Everyone we spoke with told us they liked living at the service, had no concerns/complaints and felt safe. One person said they'd never complained, been upset or worried about anything at the home..
The majority of people we spoke with felt there were sufficient numbers of staff on duty.
'I like it here'
'Staff are good'
'They look after me'
'I am fine and comfortable'
'There's no tissues. They take a long time answering the buzzer, because they're short staffed. In a morning I finish up wetting my 'nappy'. It's not like hospital'
In our conversations with people they told us that they liked living in the home and most people said staff cared for them well and they were happy with the way staff supported them. They told us medical attention was obtained when they needed it. Generally, they felt safe and were happy living at the home.
We spoke with relatives of people who used the service. They supported what people using the service had told us and that they thought the care was good and they felt their relatives were safe living there. Relatives told us they felt the providers could spend more on the environment and this was supported by comments from staff.
Although, people who used the service told us they felt well supported by staff who met their needs, not all staff had received the required mandatory training or updates to enable them to acquire skills and qualifications that are relevant to the work they undertake and staff did not receive consistent supervision, so their competence in their role was not being properly monitored.
About the meals that were serviced, people who used the service commented, 'meals are ok. I get enough to eat', 'the food is great. It's frozen vegetables though. Some foods have been frozen and it makes tea cakes soggy' and 'food's on time, you don't have to wait'.
In our conversations with people who used the service they told us they felt the home was clean. Relatives again supported this view.
Although people who used the service and relatives felt their needs were met and the home was clean, staff told us that on a weekend there were no cleaners, laundry assistants or kitchen assistants to support them, which meant they spent less time with people providing direct care.
People who used the service were unclear about how they were able to influence the quality of the care provided, because there is a lack of engagement with them to identify areas for improvement.
During our conversations with people who used the service and their relatives they told us they had no complaints and felt listened to by staff at the service.
Overall, we found that people were happy living at Rockley Dene and were supported by a committed team of staff, but the management of the service had not been supervised appropriately, to make sure regulatory requirements were being met.