What life is like for people using this service: We were introduced to people throughout our visit and they welcomed us. They were relaxed, comfortable and confident in their home. The feedback we received from people and relatives was good. Staff we met and spoke with were happy and proud; they were loyal and fully committed and this was reflected in their attitudes and integrity during the inspection. All staff on duty were excited about the inspection and wanted to be part of it.

Satisfaction and views around feeling safe included, “The carers here are very good and I feel very well looked after. There is plenty of staff to look after you here”, “There is always plenty of staff around and I believe my wife is very safe here” and “I feel that all the staff here are great with my father and I feel he is very safe here”.

All staff understood their responsibility to keep people safe from harm. People were supported to take risks and promote their independence. Risks were assessed and plans put in place to keep people safe. There was enough staff to safely provide care and support. Checks were carried out on staff before they started work to assess their suitability to support people in a care setting. Medicines were well managed and people received their medicines as prescribed. People were protected by the homes infection control policy and procedures. One relative told us, “I visit every day, the place is very clean and tidy and the rooms are spotless”.

The service was effective in meeting people’s needs. One relative told us, “I have no concerns about training of staff who have demonstrated great empathy and are very good at building relationships with residents”. Staff received regular supervision and training. Arrangements were made for people to see a GP and other healthcare professionals when they needed to do so. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice.

People were provided a healthy, nutritious, balanced diet whilst promoting and respecting choice. One person told us, “The food here really is quite good, not bad at all. They serve nice casseroles which I enjoy and the desserts are things like trifles and fresh fruits”.

Everyone we spoke with agreed that staff were caring and kind. Comments included, “Staff make time to interact, even the non–caring staff such as the handyman and the reception staff. I really like the whole organisation’s approach to care”, “It is different to being in my own home but I like living here because they look after you like family” and “The home offers a good level of care to mum and all of the people here are lovely and look after mum very well”.

Staff had a good awareness of individuals' needs and treated people in a warm and respectful manner. They were knowledgeable about people's lives before they started using the service. There was some lovely work being undertaken by the activity co-ordinators to enhance this knowledge so that people’s life experiences remained meaningful. One person told us, “I particularly enjoy the flower arranging and the Scottish dancing but there are always lots of activities here”. One relative told us, “My father gets on well with the staff here and is always helping out where he can with meals, activities etc and that keeps him busy”. People who lived at Grace Care Centre had access to several lounges and dining areas, a café, a cinema, salon and a large activity room.

The service was responsive to people’s health and social needs. People received person-centred care and support. Regular monitoring and reviews meant that referrals had been made to appropriate health and social care professionals. Where necessary care and support had been changed to accurately reflect people's needs and improve their health and wellbeing. People were encouraged to make their views known and the service re