Florence Road

Updated 3 April 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 two inspectors.

Service and service type

Florence Road 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.

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

The provider completed 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 reviewed information we had received about the service since the last inspection. We sought feedback from commissioners and professionals who work with the service. We used all of this information to plan our inspection.

During the inspection

We spoke with eight people who used the service and six relatives about their experience of the care provided. We spoke with the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We also spoke to the operational manager, registered manager, deputy manager and 10 staff.

We reviewed a range of records. This included nine people’s care records and five 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 some policies and procedures.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at the services development plan.

Updated 3 April 2020

About the service

Florence Road is registered to provide accommodation and specialist nursing care, treatment and rehabilitation for up to 57 adults who have a neurological disability. At the time of our inspection 37 people were living at Florence Road. Accommodation is divided between two buildings. Florence House is the main hub and provides care to people with acquired neurological conditions and end of life care. Westby House is within the grounds and provides transitional accommodation for people preparing to move back into the community.

Florence Road is also registered for providing personal care to people living in their own homes but had not commenced these activities so were not included in our inspection.

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

People, families and staff spoke positively about the new management structure and improvements in communication and teamwork. Quality assurance processes had been effective in identifying areas of improvement which had been actioned. Staff understood their roles and responsibilities, felt appreciated and involved in the development of the service. Scheduled meetings provided opportunities for people, families and staff teams to be involved and provided opportunities for learning. Links with other professional health and social care organisations ensured care kept up to date with best practice guidance.

People were cared for by staff who understood their role in identifying and acting upon concerns of abuse or unsafe practice. The registered manager understood their responsibilities for reporting safeguarding concerns to external agencies such as the local authority and CQC. Risks to people were regularly assessed, monitored and reviewed including risks associated with fire and infection. Actions in place to minimise avoidable harm were respectful of people’s freedoms and choices. People were cared for by staff that had been recruited safely, including checks on their suitability to work in a care setting. Medicines were managed and administered safely.

Pre-admission assessments captured people’s care needs and life style choices and were used to create an initial care and support plan. People were cared for by staff that had completed an induction and had on-going training and support that enabled them to carry out their roles effectively. People had their eating and drinking needs understood and met by both the catering and care teams. This included specialist diet plans for people who had difficulties with swallowing.

Effective working with internal and external therapists and clinical specialists enabled positive outcomes for people. People were supported to access healthcare services such as GP’s, dentists and opticians. 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 and their families spoke positively about the standard of care. The importance of maintaining contact with family and friends was recognised and families told us they were made very welcome. People had their communication needs understood enabling them to be involved in decisions about their day to day lives. People had their privacy, dignity and independence respected.

People received person centred care that was regularly reviewed and responded to changing needs. Social activities were varied and reflective of people’s culture, interests and abilities. People and their families felt listened to and had confidence in the complaints process. People had end of life plans that were reflective of their individual wishes and their spiritual or cultural needs.

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 12 March 2019) and there was a breach of regulation. 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.