We spoke with one person living at Gilliver Road as most people were unable to tell us about their experiences of the service. We therefore spoke with two family members, an advocate for a person and observed the care being provided to people. We also spoke with a range of staff including the manager.

We found family members and advocates were involved with providing their consent regarding the planning of care of people using the service.

Relatives and advocates we spoke with told us that the care that was discussed with them matched the care that was being provided to people using the service. They also told us they were regularly kept up to date about the changes made to people's care.

We saw that the care plans were person centred and reflected people’s individual needs. We noted staff were compassionate and caring when supporting people. We found that staff had involved appropriate health professionals to review people’s support needs and to help support that person.

We noted the home was clean and there was a cleaning schedule which staff followed. We saw checks were made to review the cleanliness of the home.

We saw the provider ensured that the appropriate checks were undertaken before a new member of staff was employed. The manager showed us the induction plan which new staff had to complete during their employment at Gilliver Road.

We found the service was well led and had systems in place to monitor the quality of service being provided.

We saw that people living at Gilliver Road were unable to tell us about their experiences of the service. We therefore spoke with one family member, one advocate and observed the care being provided to people. We also spoke with two members of staff, the deputy manager and the manager who supported people.

Relatives and advocates we spoke with told us that the care that was discussed with them matched the care that was being provided to their family members or friends. They also told us they were regularly kept up to date about the changes to their care.

We saw that the care plans were person centred and reflected the people’s individual needs. We saw members of staff supported people as detailed within their care plans. We saw care plans were easy to read and had pictures to help people understand their care plan.

Relatives and advocates we spoke with told us that staff supported the needs of their family members or friends well. We saw staff knew what people's care needs were and how they needed to be supported.

We spoke with the staff members about what they thought abuse was and they showed they had a good awareness of the importance of keeping people safe. They understood their responsibilities for reporting any concerns regarding potential abuse.

We saw the provider had a system in place to monitor the quality of the service provided. We saw audits had been completed and analysed to identify where any areas of improvement might be required.