Greenview Hall

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

Staff ensured people were able to follow culture and traditions that were important to them and encouraged people to recognise and celebrate the cultures of others. Equality and diversity was promoted throughout the home.

There was a wide range of activities available which people enjoyed and staff organised activities for people based on their individual interests. Staff worked hard to ensure people did not become socially isolated and supported people to make positive contributions to the local community.

People told us they felt safe and well cared for living at Greenview Hall. Staff were aware of their responsibilities to report safeguarding concerns and accidents and incidents were acted upon to minimise the risk of them happening again. Risk assessments were comprehensively completed, and measures implemented to support people to maintain their safety and wellbeing. Sufficient staff were available to spend time with people socially and people did not need to wait for their care.

People were referred to healthcare professionals as required and received their medicines in line with their prescriptions. Staff were aware of people’s needs and involved them in decisions regarding their care. 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.

Staff treated people with dignity and respect. People told us they felt staff were kind and attentive to their needs. People’s individual rooms were personalised with things which were important to them, and the home was designed to meet needs of those living there. People were able to receive visitors when they wished and private areas of the home were available to them.

People were supported by staff who knew them well and understood their needs and preferences. Care plans were person centred and reflected people’s life histories. The atmosphere within the home was relaxed and staff used their knowledge of people to generate conversation. People told us they enjoyed their meals and individual tastes were catered for.

There was a positive culture and staff worked to ensure the aims and values of the service were embedded into their day-to-day practice. People and staff told us they felt valued and listened to by the management team and had the opportunity to share their views. The registered manager completed a variety of audits and reviews to ensure systems were robust and effective in ensuring people received a high standard of personalised care.

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 - This service was registered with us on 10 December 2021, and this is the first inspection. The last rating under the previous provider was good.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

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, which will help inform when we next inspect.

We found the following examples of good practice.

People had received support around their social and emotional wellbeing throughout the pandemic. People told us they had enjoyed a range of activities they liked when the national restrictions had been in place and could talk to their loved ones via phone or video call. People were supported to meet with visitors in a COVID-19 secure way. The provider ensured people could see their loved ones, enjoy low risks visits out of the home and have a nominated essential care giver to support them. The registered manager discussed people’s options and safety with them and their families and completed relevant risk assessments.

The registered manager regularly reviewed COVID-19 safety measures with their team. The head of housekeeping monitored day to day cleaning and there were robust plans in place for this. The home was clean and personal protective equipment (PPE) as well as handwashing facilities and hand sanitiser were easily available for staff and visitors. The home environment and systems of work were reviewed in line with the national guidance for the COVID-19 pandemic. For example, staff facilities were reorganised to reduce risk from COVID-19 and there were clear outbreak management plans in place.

Staff received a range of COVID-19 specific training around the disease itself, as well as infection prevention and control (IPC) and PPE use and told us they felt supported by the management and safe when at work. Staff were required to regularly test for COVID-19 as per the national testing programme for care homes and were supported to access COVID-19 vaccinations. This included agency staff who worked exclusively in the home to support the team.

Staff reviewed people’s clinical needs and how COVID-19 affected their health and wellbeing and took a range of positive actions to address any lessons learned from the pandemic. This included plans of how any outstanding health needs would be met, for example around routine medical care disrupted by the pandemic or changes to nutritional needs caused by the COVID-19 infection. People’s families were also involved to support people around their wellbeing with actions being identified for how the staff team would work with the essential care givers to support people’s emotional and physical health in a COVID-19 safe way.

Gracewell of Woking is a nursing home that is registered to provide accommodation and personal care for up to 60 people. At the time of our inspection there were 43 people living at the service, a number of whom were living with dementia.

People’s experience of using this service:

People were looked after and supported by a consistent, caring and well established service. People were safe because of the experienced care and effective staff. People told us they felt safe and happy at the home, one person said, “ I feel very safe here. The staff are very good.” People’s medicines were managed well and safely.

On the first floor, due to people’s high needs and severe dementia, people did not always receive high quality person-centred care. Generally people were protected from harm or risk of harm but work was still be implemented by management to ensure people were protected from the risk of falling. We made a recommendation regarding this. People’s care plans were not always person-centred or sufficiently detailed to enable staff to provide tailored care. There were plenty of meaningful activities to entertain and occupy people at the home.

People’s needs and choices were assessed and recorded. People’s rights were protected as the mental capacity act was complied with. The home itself had been built and adapted to a high standard so that people could live in clean, modern comfort.

People were cared for by kind, considerate staff who took time to chat with people throughout the day. People could take part in meetings and contribute to the organisation of the home.

Regular audits were completed by the provider to consider areas that required improvement. People and staff told us that they were supported by a kind management team.

Rating at last inspection:

This was the first inspection of this service.

Why we inspected:

This inspection was carried out in line with our inspection methdology in that we scheduled the inspection based on our previous rating.