Pendean House Care Home

Updated 25 December 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 an inspector, a Specialist Advisor in Palliative Care 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

Pendean House 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 inspection

We reviewed information we had received about the service since the last inspection. This included statutory notifications sent to us by the registered manager about events that had occurred at the service. A notification is information about important events which the provider is required to tell us about by law.

The provider was not asked to complete a provider information return (PIR) 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. The provider did, however, send a PIR soon after our visit and this was reviewed as part of this inspection.

We used all of this information to plan our inspection.

During the inspection

We spoke with 13 people who used the service and five relatives or friends about their experience of the care provided. We spoke with 14 members of staff including the registered manager, nurses, senior care staff, activity staff, the chef, administrators and representative of the provider. We also spoke with a speciality doctor in palliative medicine who was visiting from the local Macmillan team. We attended the morning heads of department meeting.

We reviewed a range of records. This included eight people's care records and multiple 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 policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at maintenance records and results of feedback surveys. We spoke with a GP and hairdresser who regularly visit the service.

Updated 25 December 2019

About the service

Pendean House Care Home is a residential care home providing personal and nursing care for up to 40 older people. At the time of our inspection, 30 people were in residence as double rooms were being used for single occupancy. The home offers respite stays and works closely with the local Macmillan team providing palliative care. It consists of one adapted building set in extensive grounds, just outside the town of Midhurst. All bedrooms have en-suite facilities and there are a range of communal areas for people to enjoy.

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

There had been significant improvements in the service since our last inspection. All of the issues we had identified had been addressed and the staff team were engaged and full of ideas on how to further improve the service and support people to live their lives to the full.

People received high quality care and support from a staff team who valued and celebrated individuality and diversity. People spoke of a family feel and it was evident they enjoyed close relationships with staff. People shared examples of how staff had supported them, from help with the little things that made life more comfortable to achieving specific ambitions. People were involved in their care and in decisions relating to the home. The relationships between staff and people receiving support demonstrated dignity and respect at all times.

The home worked closely with Macmillan and staff were skilled in supporting people at the end of their lives. A number of people came to the home specifically for palliative care. Relatives spoke highly of the care. One said, “The home has been exceptional in their care for (my relative) and for the family. They have been very supportive throughout and have offered to let me stay. Everyone is very friendly and considerate”. Another family had written to staff saying, ''You are all amazing and showed (my relative) and all of us so much compassion and support'.

There was a programme of events, often involving people from the local community. The home offered activities seven days a week. Some people, who preferred to spend time in their rooms, shared how they would appreciate more social contact. The registered manager was looking at ways to expand the provision of one to one support for people who preferred not to participate in group activity.

People received good care that improved their wellbeing. Care plans had been improved since our last visit, they described people’s care needs in a thorough and person-centred way. Staff were attentive to changes in people’s needs and took action to involve healthcare professionals whenever necessary.

People had confidence in the staff who supported them. Staff received regular training and were encouraged to further their skills and experience. Staff felt supported and were highly motivated to deliver the best care for people. One staff member said, “I am very happy with the training offered. I like to have more qualifications and learning so I can do more for our residents here”. Another told us, “We're a very good team, everyone helps everybody, everyone gets on”.

People felt safe at the home. One person told us, “I am very happy living here and with the care that they give me”. Risks to people had been assessed and staff followed guidance to keep people safe. Staffing levels were enough to meet people's needs. Medicines were managed safely. Lessons were learned if things went wrong.

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 enjoyed the food and were able to make suggestions for changes or additions to the menu. Premises were suitable and comfortable and met people's needs. Staff had been trained in infection prevention and control.

People benefited from a well led service. The registered manager had shaped a culture where people were at the heart of the service. There was a clear leadership and management structure in place, which helped to ensure that staff understood their role and responsibilities. The service was well organised and had a range of systems in place to ensure its smooth operation and to support good communication. One staff member said, “(Registered manager) is very approachable. She sorts things out”.

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

Rating at last inspection (and update)

The last rating for this service was requires improvement (published 23 October 2018) and there was one breach of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

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.