Background to this inspection
Updated
15 February 2020
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 Care Act 2014.
Inspection team
The inspection was carried out by one inspector.
Service and service type
The Queensmead Residential Care Home is a ‘care home’. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.
The service had a manager registered with the Care Quality Commission. 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.
Notice of inspection
This inspection was unannounced.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. 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 prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all this information to plan our inspection.
During the inspection
We spoke with six people who used the service, two visiting professionals, including a GP, and two relatives, about their experience of the care provided. We spoke with eight members of staff including the registered manager, three care workers, chef, training manager and activities co-ordinator. We used the Short Observational Framework for Inspection (SOFI). SOFI is a way of observing care to help us understand the experience of people who could not talk with us.
We reviewed a range of records. This included three people’s care records, and medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including quality audits, training and supervision were reviewed.
After the inspection
We continued to clarify information with the registered manager to validate evidence found. We looked at quality reports and notes of meetings held in the service. We spoke with a further two relatives and a specialist nurse.
Updated
15 February 2020
The Queensmead Residential Care Home provides care and support for up to 36 older people. At the time of this inspection 23 people were living at the service.
The service is purpose built and provides accommodation and facilities over three floors. The needs of people varied, some people were mainly independent, some had low physical and health needs and others had dementia and memory loss. The service provided respite care for people wanting short stays in a care home.
People’s experience of using this service and what we found
Quality systems had not been fully established and imbedded into daily practice to support quality care and record keeping in all areas. Some records were not complete or accurate this included care records. They did not support or record the care and support provided. The lack of accurate and contemporaneous records was identified as an area that needed improvement.
Staffing arrangements were safe and ensured people’s needs were met in a timely way. Staff had received training and regular updates on safeguarding people. They understood how to respond to any suspicion or allegation of abuse or discrimination. Staff were recruited safely. People's medicines were handled safely. There were suitable arrangements in place to assess and respond to any risk to people. The service was clean and there was a plan to redecorate and maintain the building.
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.
People received personalised care that was delivered by staff who had a good understanding of their needs and how they should be met. People had access to health professionals to promote their health and social well-being.
There was a commitment to staff training and development. Staff received a varied training programme that ensured they had suitable skills to care for people. Staff were supported and had the opportunity to develop new skills. People's dietary needs were assessed and known by staff. The food provided met people’s needs and preferences.
People and their relatives were treated with kindness and compassion. People were encouraged and supported to maintain their independence. People’s privacy and dignity was protected, and people said they were ‘well looked after’. One relative told us, “I would come here, I know they would look after me.”
Complaints were listened to and resolved in a timely way with people satisfied with outcomes. People had choice and control over the activities they wanted to participate in each day. Staff ensured people were not isolated even if they liked to spend time in their room.
The registered manager knew people and staff well and promoted an open culture where people and staff felt they could share their views. They understood their responsibilities and were passionate and committed to delivering a high standard of care to each individual person in the service.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was Good (published 10 July 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our inspection programme. If we receive any concerning information we may inspect sooner.