Carnalea Residential Home

“We spoke with people who used the service, their relatives, staff, and the management team. We received feedback from professionals involved in the service. We reviewed people’s care records, staff records and documents related to the management of the service. We observed staff supporting people in communal areas.”

“Risks to people were managed effectively to reduce the likelihood of harm, and people were safeguarded from the risk of abuse. Lessons were shared when things went wrong. There were enough staff available to support people, and staff were supported to be effective in their roles. Staff were trained and followed infection control procedures, and the health and safety of the environment was promoted.”

“People were supported to eat a balanced diet and drink enough to keep hydrated. People had access to the health care services they needed, and staff liaised effectively with other services to optimise people’s health and well-being. People were supported to have maximum choice and control of their lives, and staff supported them in the least restrictive ways possible. The policies and systems in the service supported this practice.”

“Staff were caring and kind. People were treated with dignity and respect and their independence promoted. People’s needs were assessed and planned for, and care plans detailed people’s individual needs and how to meet them. People’s end-of-life wishes were documented in their care plans.”

“Complaints were appropriately addressed in line with the provider’s procedure. There was visible leadership, and the service had effective systems in place to monitor the quality and safety of the service.”