Burlingham House

Updated 6 July 2021

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.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

This inspection was carried out by two inspectors 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

Burlingham House 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

We reviewed the information available to us about the home, such as the notifications

that they had sent us. A notification is information about important events which the provider is required to send us by law. Prior to the inspection, the provider had not been requested to complete a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make.

During the inspection

We spoke with five people who used the service and five relatives about their experience of the care provided. We spoke with 12 members of staff including the registered manager, the regional manager, three senior care assistants, three care assistants, activities care co-ordinator, administrative assistant, activities co-ordinator, and a staff liaison officer.

We reviewed a range of records. This included five people's care records and multiple medication records. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service were reviewed.

After the inspection

We spoke with three health and social care professionals and received written feedback from one relative. We continued to seek clarification from the registered manager to validate evidence found.

Updated 6 July 2021

About the service

Burlingham House is a residential care home providing personal and nursing care to 26 people at the time of the inspection. The service was providing support to people aged 65 and over, some of whom were living with dementia, and people under 65 with mental health support needs. The service can support up to 49 people. The home provides accommodation in both a period building over two floors and purpose-built extension. There are numerous communal spaces and secure gardens. At the time of our inspection the majority of people were accommodated in the purpose-built extension.

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

Everyone we spoke with spoke extremely highly of the person-centred care provided at the home and gave us many examples of the ways in which this had greatly improved people’s quality of life. People were supported by staff who knew them very well and took the time to provide exceptional care and support in a way that met people’s individual needs, preferences, promoted their human rights, and achieved very positive outcomes and goals, both physically and mentally. People were truly accepted as individuals and staff were highly empathic and understanding; this meant people were very well supported, especially when they showed distressed behaviours.

The systems in place enhanced the person-centred care being provided. Staff spent a lot of time and effort in engaging people on a one to one basis so various aspects of support including activities and menus could be developed in a way that met people’s individual needs and preferences. It was clear that this had led to real improvements in outcomes for people. Staff recognised the importance of people’s relationships with those outside the service and they actively supported this. Relatives consistently told us staff went out of their way to ensure both they and their family member felt supported. People at the end of their lives were sensitively and compassionately supported. End of life care planning was undertaken collaboratively, which helped to ensure very person-centred end of life care was delivered.

People were supported by enough staff who helped them to stay safe. Risks to people’s safety were assessed and responded to. Staff identified safeguarding concerns and acted, including liaising where necessary with other agencies. People received their medicines safely. Infection control procedures to minimise the risk of infection were followed. Systems were in place to identify, report, and assess incidents that occurred. These were discussed collaboratively with those involved and staff.

The management team had changed since the service’s last focused inspection. The current management team had instilled a clear and strong person-centred culture which was clearly understood and embraced by the staff team. The service was inclusive, systems were in place to help people and their relatives be involved in decisions about the service. The current management team had a clear focus on service improvement and put in place several actions that had improved the quality of care. This included strengthening and increasing audits as well as other quality monitoring systems such as incident analysis. The management team were committed and passionate about driving continuous improvement in the home. They had engaged and developed relationships with other professionals outside of the service to help drive improvements and achieve good outcomes for those living 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 requires improvement (published 11 June 2019).

Why we inspected

We carried out an unannounced focused inspection of this service on 11 June 2019. The service was rated requires improvement. We undertook this focused inspection on 18 May 2021 to check the service had made improvements. This report only covers our findings in relation to the Key Questions, safe, responsive, and well-led as these areas were rated requires improvement at the last focused and comprehensive inspection.

The ratings from the previous comprehensive inspection for those key questions not looked at on this occasion were used in calculating the overall rating at this inspection. The overall rating for the service has changed from requires improvement to good. This is based on the findings at this inspection.

You can read the report from our last comprehensive inspection, by selecting the 'all reports' link for Burlingham House on our website at www.cqc.org.uk.

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

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.