Neville House Residential Home

“People’s needs were assessed prior to them moving into the service. Relevant staff, teams and healthcare professionals were involved in ongoing assessment, planning and delivery of people's care and support. Staff worked collaboratively to understand and meet people's needs.”

“People felt safe and were supported by staff who understood how to protect people from abuse and avoidable harm. Medicines were managed safely.”

“Overall, the building and facilities were in good condition and suitable for the people who used them. However, we observed some health and safety risks to the environment that had not been identified by the provider. The provider agreed to resolve these during the assessment.”

“Recruitment checks were robust and the provider ensured staff had the necessary skills to care for older adults, including people living with a dementia.”

“Staff were kind, respectful and caring. We observed staff engage with people in a friendly, caring manner and their conversations with people were good natured.”

“People and relatives were encouraged to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people and relatives in decisions about their care.”

“Governance systems were in place to monitor the standard of care people received. However, we identified some gaps within the auditing systems. This was resolved during the assessment.”