Wilsmere House

Updated 24 November 2020

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.

As part of CQC’s response to the coronavirus pandemic we are conducting a thematic review of infection control and prevention measures in care homes.

The service was selected to take part in this thematic review which is seeking to identify examples of good practice in infection prevention and control.

This inspection took place on 3 November 2020 and was announced.

Updated 24 November 2020

About the service

Wilsmere House is a care home that provides personal and nursing care for people, some of whom live with dementia and/or have a physical disability. It also provides specialist support for people who have experienced a brain injury. The service is registered to provide treatment, care and support for up to 94 people. However, the service has reorganised some areas of the service, which has led to there currently being 86 beds available. Management told us that the provider would take the necessary action to have the correct bed numbers included in our records. At the time of the inspection there were 80 people using the service. Accommodation was provided within a purpose-built home, across four units, with communal areas located within each unit.

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

We found some areas where the medicines management systems could be developed and improved. The service was very responsive in quickly addressing these shortfalls and making appropriate improvements.

There was a positive, open and supportive culture at the service. The registered manager and staff team were committed to ensuring people were at the heart of the service and provided with personalised care. They made sure people and where applicable people’s relatives and others important to them were central to how people’s care was planned and reviewed.

The service had developed links with the local community and the home provided a meeting place for carers groups. The home encouraged engagement with local community residents through activities including complimentary meals and a range of events.

There were quality assurance systems in place to identify and address any shortfalls and make improvements to the service. The registered manager and staff team were continually seeking ways to develop and improve the service for people.

People had the opportunity to participate in a broad range of social activities. They were supported to live life to the full despite many people having complex needs and sometimes life limiting medical conditions. The service provided the support people needed to fulfil their aspirations even when they were very unwell.

The service worked in partnership with external and inhouse healthcare professionals to encourage and promote people’s mobility, independence, good health and well-being.

People’s varied communication needs were understood by the service. A range of tools were used to support and promote people’s individual ways of expressing and communicating their needs and wishes.

Staff understood and valued people’s differences. They provided people with the support they needed to meet their cultural needs, follow their religious beliefs and maintain and develop relationships with friends and family.

We saw positive engagement between staff and people. People’s relatives told us they felt people were felt well looked after. They told us staff were kind and caring and provided care in a respectful and dignified manner.

Staff received the training, guidance and support they needed to do their job well and to effectively meet people's needs.

There were systems in place to safeguard people from the risk of possible harm. Staff knew what their responsibilities were in relation to keeping people safe. They knew how to recognise and report any concerns they had about people's welfare. Risk management plans were in place to protect people from harm and to support them to remain independent.

The provider had systems in place to manage and resolve complaints. People and their relatives were listened to. They had opportunities to provide feedback about the service, and action was taken to address issues they raised.

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 benefited from living in a care home which provided effective, caring and well-led care and support.

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 17 August 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.