| Staff demonstrated kindness, dignity & respect: | | | | | |
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| Staff engaged in a positive & friendly way with residents: | | | | | |
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| Appropriate language and communication was used at all times: | | | | | |
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| Residents were offered choice: | | | | | |
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| Residents were well groomed: | | | | | |
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| The room ambience was pleasant & the temperature was optimal: | | | | | |
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| Background noise levels were appropriate to the area: | | | | | |
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| TVs and other media were set at an appropriate level for the residents: | | | | | |
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| Staff noise was appropriate & staff did not use loud voices: | | | | | |
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| There was no clutter or feeling that residents were in a workplace: | | | | | |
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| Residents requests were met promptly & helpfully: | | | | | |
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| The environment was homely: | | | | | |
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| The care & services seemed well run & organised: | | | | | |
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| Staff were modelling Resident Focused Care: | | | | | |
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| There were adequate staff available: | | | | | |
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| Staff looked & acted professionally: | | | | | |
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| Staff engaged with residents at every opportunity: | | | | | |
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