During our visit on 15 August 2011 people with whom we spoke were mostly complimentary about their experience of the services at Carlton Court.

They told us that they felt well informed about their care and treatment. “Staff explain what my medication is for.”

One older person told us that they had been to a patient meeting but that nobody had spoken. “It was not much use.” However this person also told us that they felt able to speak to the nurse in charge about any concerns.

People said that they liked the food and had sufficient choice. They said that staff were very helpful; “They look after us” and that they had access to the garden and activities such as an exercise class once a week.

One person said “The place is very clean.” Another person told us that a member of staff had sat with them and explained everything about their care and medication. They had also discussed future plans and were taking the person to see a potential future placement.

One older person told us that they would like to be able to sit in a room without a television and that they were not always able to go out for a walk because staff were not available. However we noted that on the morning of our visit this person had been able to go out for a walk unattended and had only required staff to help them to exit the building.

People on the older person unit told us that they felt safe and that there were enough staff. They made comments like “It is a safe place to be”; “They are all there if you need them” and “They come straight away, even at night. They told us that staff can be firm but are “never unkind or over the top.”

None of the people we spoke with had witnessed any incidents of aggression.