Working at Restormel House

Staff undertook regular safeguarding training and understood how and when to report any concerns... Robust recruitment practices... Incidents analysed leading to changes like rota alterations reducing incidents... Past medicines errors reviewed with improvements implemented and no recent errors.

There was a very positive culture within the service... Staff said they loved their work and were passionate about providing high standards of care. Staff had been nominated and received awards to celebrate their contribution to care.

Staffing levels were planned and organised in a way that met people's needs and kept them safe. The registered manager regularly reviewed staffing levels, and ensured there was flexibility to meet people's specific requests and sudden changes to routines.

Staff were well trained and said training was relevant to their role and kept updated. Individual staff members were nominated champions in particular areas of care, such as behaviour and diabetic care. They attended training and used their skills and knowledge to support staff.

Relatives, staff and other agencies were very positive about the leadership of the service. They described the registered manager as, 'Excellent', 'Supportive, always available' and 'Proactive, always thinking ahead'. The registered manager had a very 'hands on approach' and presence within the service.

Staff had been creative and innovative... Care plans, risk assessments... translated into pictures and symbols... explore the use of technology... memory stick... one person... secured paid employment... 'Journeys file' documenting progress and achievements.