Hazlemere Lodge

Updated 19 November 2019

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 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

Hazlemere Lodge 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 used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with five people who used the service and four relatives about their experience of the care provided. We spoke with seven members of staff including the registered manager. We also spoke with a visiting professional.

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 six people’s care records and each person’s medication administration record (MAR).

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at quality assurance records.

Updated 19 November 2019

About the service

Hazlemere Lodge is a residential and nursing home providing personal and nursing care to 54 people aged 65 and over at the time of the inspection. The service can support up to 64 people.

The service accommodates people across four separate ‘wings’ or ‘units’ each of which has separate adapted facilities. One of the wings specialise in people living with dementia.

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

Staff had been trained in the administration of medicines. People received their medicines in line with the prescriber’s instructions. Detailed guidance was in place for people receiving their medicines covertly. People receiving end of life care had anticipatory medicines in place.

Staff we spoke with confirmed they had received training in safeguarding and knew what action to take if they felt people were being abused. Recruitment files confirmed staff had been safely recruited.

Risks associated with people’s care and support needs had been identified and actions taken to minimise risks. Care plans were on an electronic system and reflected people’s care needs, including specific dietary needs.

People and relatives were positive about the caring nature of staff. They commented; “Yes, they treat you fine here, “Yes they are very attentive” and “They are very tolerant.” People were supported to attend external healthcare appointments when required. Staff we spoke with told us how they respected people and ensured their privacy and dignity was maintained.

We observed staff interacting in a positive way. People told us they enjoyed living at the service.

We received positive feedback from people who used the service and their relatives.

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 received an induction when they first joined the service and regular training was completed and refreshed when needed. Staff told us they felt supported and received regular supervisions.

People were able to take part in regular activities. One relative commented, “They have good entertainment, animal days out quizzes bingo and singers. Its all optional and I must say, its well run.”

There was a complaints procedure in place. People told us they knew how to make a complaint. We saw a comments box in the main foyer. Complaints were responded to in a timely manner.

The provider had a quality auditing system in place. Accidents and incidents were documented and reviewed as necessary.

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

Rating at last inspection

The previous rating for this service was good (published March 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 re-inspection programme. If we receive any concerning information we may inspect sooner.