Kendal House

Updated 25 August 2022

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Act.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

The inspection was carried out by one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

Kendal House is a 'care home'. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

At the time of our inspection there was a registered manager in post.

Notice of inspection

This inspection was unannounced.

What we did before the inspection

We reviewed information we had received about the service. We sought feedback from the local authority and professionals who work with the service. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We used all of this information to plan our inspection.

During the inspection

We spoke with five people, one relative, and five staff, including the registered manager, senior carer, domestic assistant, director and activities co-ordinator. We spoke with eight relatives over the telephone and three further staff over the telephone.

We observed interactions between staff and people in communal areas. We reviewed a range of records. This included three people's care records and medication records. We looked at two staff files. A variety of records relating to the management of the service, including policies and procedures, were reviewed. We contacted four further health and social care professionals via telephone and email.

Updated 25 August 2022

About the service

Kendal House is a residential care home situated in Whitley Bay, Tyne and Wear. It provides accommodation and personal care for up to 24 older people. The service does not provide nursing care. At the time of our inspection 20 people used at the service, some of whom were living with dementia.

People's experience of using this service and what we found

People felt at relaxed, at home, in an environment that was welcoming, personalised and well maintained. Staff knew them well and worked calmly at all times. Staff interacted with people warmly and affectionately. People and relatives gave consistently strong feedback about how caring staff were.

Risk assessments were in place to reduce the risks people faced. Staff understood these risks well and worked proactively to anticipate and reduce them.

There were sufficient staff to meet people’s needs promptly. The service had only rarely and in exceptional circumstances relied on agency staff.

The provider had safeguarding and whistleblowing policies in place. Staff knew how to identify potential for harm and abuse, and what to do if they had concerns. Staff worked well with external partners to keep people safe, for instance through sharing up to date information on people’s changing needs, or accessing additional training.

The registered manager reviewed incidents to identify any emerging patterns.

The outdoor space was used effectively, with well-maintained lawn areas and space at the rear for outdoor visits and events.

Staff were recruited safely, with pre-employment checks in place. They received an initial induction, regular refresher training and competence checks.

Medicines were stored and administered safely. The registered manager and staff demonstrated a strong understanding of people’s medicines needs. Auditing and governance regarding medicines administration and competence checks could be strengthened to look in more detail at good practice.

We have made a recommendation about this.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Staff understood people’s nutritional needs and gave people a range of meal options. Feedback regarding meals was positive and the kitchen was clean and well equipped. Staff used nationally recognised tools to monitor risks associated with malnutrition. They worked well with dietitians.

Activities were varied and led by an enthusiastic activities co-ordinator. When group activities had not been possible due to COVID-19 restrictions they had supported people on a 1:1 basis. The service had strong local links, which helped with activities planning and provision.

Staff worked closely with external nursing support when people neared the end of their lives, to ensure they could remain in their home, where possible.

The registered manager was well respected by staff and external partners. Feedback from external health and social care professionals was positive regarding the registered manager and the team. The culture was open and supportive.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 14 October 2021 and this is the first inspection.

The last rating for the service, under the previous provider, was good, published on 3 December 2020.

Why we inspected

We undertook this inspection as part of a random selection of services rated Good and Outstanding.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our reinspection programme. If we receive any concerning information we may inspect sooner.