Grange-Lea Residential Care Home

We found the following examples of good practice.

• Staff were working extremely hard to ensure people were protected from the risk of infection.

• The service had appointed four dedicated infection control champions to ensure high levels of infection control was provided at all times. Infection control champions ensured the environment was suitable for people’s needs, prompt action was taken when infection risks were identified and hand hygiene and Personal Protective Equipment was used correctly, in line with current advice.

• People at extreme risk and those isolating had been identified and were supported in creative ways, including having their own dedicated staff who provided a support bubble to support all their needs whilst minimising risk.

• Robust systems were in place to support people to have visitors. The service utilised garden space and was booking visitors in at a time that suited people and was spaced out to avoid potential infection transmission with other visitors. Visitors were expected to undertake a screening process, decontaminate their hands and wear facemasks.

• The service supported people and their relatives to understand the enhanced infection control processes and how they were working to keep people safe. Regular newsletters and discussions took place to involve people and relatives in keeping each other safe.

Further information is in the detailed findings below.

The home had a registered manager that was also the registered provider. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run.

People told us they were extremely happy with the care and support being received. People enjoyed living at Grange-Lea and they considered it their home. We saw staff were extremely polite, friendly and caring in their approach to people and their relatives. People received care that enabled them to live their lives as they wished and people were supported to remain as independent as possible. Staff were aware of the importance of protecting and maintaining people's privacy and dignity. Staff knew the people they were supporting well. Relatives we spoke with described the staff as very good and caring.

People told us they felt safe at all times. People were protected as staff had received training about safeguarding and knew how to respond to any allegation of abuse. There were systems in place to protect people from abuse. Policies and procedures were in place to manage safeguarding concerns.

The home had a robust recruitment process in place. Appropriate checks were carried out before staff began working at the home to ensure they were suitable to work with people. Staff had received appropriate induction, supervision, appraisal and training, which allowed them to fulfil their roles effectively and develop trusting relationships. Staff understood their roles and responsibilities and would seek people's consent before they provided any care or support. There were sufficient numbers of staff to support people safely and staffing levels were adjusted to meet people's changing needs and wishes.

Staff respected people's rights to make their own decisions and choices about their care and treatment. People's permission was sought by staff before they helped them with personal care. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the home supported this practice. When people did not have the capacity to make their own specific decisions these were made in their best interests by people who knew them well. Where people may have restrictions on their liberty and freedom in order to keep them safe, applications had been made to the local authority to make sure people were not unlawfully restricted.

Staff were knowledgeable about people's needs and how to meet those needs and care records were detailed, person centred and accurately reflected the care people received. The care records showed the personalised care people required to help staff consistently meet people's needs and we saw staff followed these.

We saw care plan documentation contained risks assessments which covered areas such as pressure area care, moving and handling, nutrition and mobility. Each risk assessment had a corresponding 'risk plan' which detailed how the risk was managed and any control measures that were in place.

Medicines were managed safely and in line with current regulations and guidance. Staff had received appropriate training to help ensure safe practice. There were systems in place to ensure that medicines had been stored, administered and audited appropriately.

Staff were caring and respectful towards people with consideration for people's interests and life histories when chatting with people. People's right to private space and time to be alone with their relatives and friends was accepted and respected.

People were supported to have interesting and fun things to do. The home ensured staff practices promoted quality of life for all people by offering social opportunities on a daily basis.

People had access to healthcare services and received on-going healthcare support, for example, through their GP, hospital doctors and specialists. Referrals were made to other professionals such as community nurses and dieticians if the need arose.

People's nutritional needs had been assessed and people were supported to eat and drink as and when required. The menus provided a choice of meals and people were able to choose a meal that was different to the menu.

Quality assurance systems were in place to assess and monitor the service people received. Families were consulted so that their views could be gained. These views were acted upon with actions taken and improvements made.

People told us they could raise concerns or complaints if they needed to because the registered manager and staff were always available and approachable and people were confident they would be listened to.