Nicholas House

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

We undertook an assessment of Nicholas House between 7 Aug to 22 Aug 2024, and visited the service on 7 Aug 2024. During this assessment, we found that recruitment processes were in place but were not always robust enough. Systems to protect people from the risk of infection and cross contamination were overall good, but staff did not always follow good practice. Processes to help ensure that risks to people were assessed and mitigated were not always effective. Supervision of staff was not always regularly carried out. However, the provider had already identified some of our findings during audits. Following our feedback, they took immediate action to make the necessary improvements and sent us their action plan. People were cared for by staff who were kind and caring and knew them well. The home was clean, fresh and odour-free. The provider was in the process of further developing the service to meet the needs of the people living at the home, including those living with dementia. There was a range of activities available for people and these were person-centred. Staff received training in safeguarding and knew how to recognise signs of abuse and report these to the right agencies. People and their relatives were involved in their pre-admission assessment, care planning and the management of individual risks. People received their medicines safely and as prescribed. Staff received regular training and had their competencies checked. People’s end of life wishes had been considered and documented. Staff spoke favourably of the management team and felt listened to and consulted. Governance systems were efficient in ensuring the service was providing quality care.

People's experience of this service

People told us they were happy living at the service and were treated with kindness by the staff. Their comments included, “[The staff] are lovely” and “It’s a happy place”, “We can do more or less what we like. We can go out on trips. Before Christmas, we were going out and about getting Christmas things”, “They are kind but they don’t have much time but they’ll do anything I ask”, “They are always smiling and always ready to do anything for you and to me that means a lot” and “They are definitely kind and caring.” Relatives agreed and said, “So far I have been very happy with the care. The staff I have met have been friendly and helpful. This has made these first few weeks much easier” and “The staff are amazing, nothing is too much trouble for them.” During our site visit, we observed people relaxing and socialising with each other and the staff team. The atmosphere was calm and serene and people’s needs were met in a prompt and discreet manner.