Arden House Nursing Home

Updated 13 March 2021

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 looking at the preparedness of care homes in relation to infection prevention and control. This was a targeted inspection looking at the infection control and prevention measures the provider has in place.

This inspection took place on 18 January 2021 and was announced. The inspection was announced prior to us entering the home, so we could ensure that measures were in place to support an inspection and manage any infection control risks. We also asked the provider to send us infection prevention and control policies and audit findings.

Updated 13 March 2021

About the service

Arden House is a nursing home registered to provide personal and nursing care for to up to 18 people over the age of 65. At the time of the inspection 14 people were accommodated at Arden House.

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

Without exception, everyone we spoke to talked about the outstanding care they received at Arden House. Everyone was happy to be living there and spoke positively about all aspects of the service. People felt a sense of purpose and led fulfilling lives due to the exceptional support and approach of staff members. People felt in control of their care and able to contribute to the running of the home. People’s experience was summed up by a relative who said, “It is outstanding here. The standard of care is exemplary and all the staff and management without exception are making a real difference."

People who were at the end of their lives chose to stay at the home to receive continuity of care and be supported in their own home and familiar surroundings. People were extremely well cared for in an individualised, dignified way by staff who knew them well.

Staff had excellent knowledge of people which enabled them to support people in highly individualised ways including finding activities which increased their emotional wellbeing and promoted people’s physical and mental abilities.

People felt safe and were supported to maintain their independence.

Staff had access to excellent training. Champions were in place to lead on various topics including infection control, and end of life. As part of their lead roles champions considered best practice and how this could benefit people.

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 home supported this practice.

Strong relationships were formed between staff and people due to the continuity of staff and the exceptionally caring approach of staff members. Everyone spoke of how staff went above and beyond to ensure that they were happy and comfortable in the home. One relative said, “I am absolutely certain that my [relative] would not be here today if it was not for their excellent care, support and fulfilment here. Staff have an excellent understanding of the needs of older people and are also extremely kind, caring and supportive of all who come into the home.’’

Activities were led by the people living in the home around their individual interests and preferences. Both individual and group activities were available. These were well planned and included sensory activities to ensure they were inclusive for all people.

Any minor issues within the home were dealt with so they did not result in a formal complaint. People, family and friends felt that their views were respected, and they could provide feedback which would be acted upon.

Relatives and friends of people who had recently passed away described the staff as going above and beyond their expectations in terms of end of life care. One person who had dealings with the home over many years described the end of life care as ‘exemplary’. All staff were trained in end of life care and prided themselves on ensuring people had a dignified death with their loved ones and staff who knew them well.

The registered manager demonstrated a real passion for continual improvements. The registered manager’s passion and commitment were evident in all aspects of the home and was mirrored by the staff team. Professionals, staff, relatives and people living in the home spoke highly of the care, compassion and dedication of the registered manager. Many people living in the home felt they were a family unit.

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 24 January 2017). At this inspection we have found that the service has improved to Outstanding in Caring and Responsive.

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.