The Links

Updated 3 November 2023

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 Health and Social Care Act 2008.

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

The inspection was carried out by 4 inspectors and a pharmacist.

Service and service type

The Links is a ‘care home’. People in care homes receive accommodation and nursing and/or personal care as a single package under one contractual agreement dependent on their registration with us. The Links is a care home with nursing care. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a registered manager in post.

Notice of inspection

This inspection was unannounced on the first day and announced on the second day.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with 8 people who used the service and 4 relatives about their experience of the care provided. We spoke with 16 members of staff including the regional quality manager, regional director, registered manager, nurses and care staff.

We reviewed a range of records. This included 5 people’s care records and multiple medication records. We looked at 2 staff files in relation to recruitment. A variety of records relating to the management of the service.

We used the Short Observational Framework for Inspection (SOFI). SOFI is a way of observing care to help us understand the experience of people who could not talk with us.

Updated 3 November 2023

About the service

The Links is a purpose built residential care home providing personal and nursing care to up to 68 older people some of whom are living with a dementia. At the time of our inspection there were 66 people using the service.

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

Staff worked closely with people and their families to find innovative approaches to providing outstanding person centred care that reflected a person’s unique history, culture and diversity. We observed exceptional staff engagement that showed people were consistently put at the heart of the service. Social activities were inclusive, varied and representative of the diversity of people and the staff team at The Links. People received high quality care at the end of their lives with staff ensuring people and their families felt cared for and that everything to meet a person’s last wishes were achieved.

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.

The service was exceptionally well led. Staff were highly motivated and able to share many examples of achieving exceptional, positive outcomes for people. A strong emphasis was placed on staff wellbeing and was reflective in the positivity and energy of the staff team. People, families and the staff team were engaged in the service and able to be involved in events that were inclusive and reflected the diversity of both people and the staff team. Quality assurance systems and processes had been effective at sustaining outstanding standards with innovative ideas being researched and trialled to continually ensure best practice.

People felt safe. Staff understood their role in recognising and reporting any concerns of abuse or poor practice. People had their risks understood and agreed actions to mitigate any avoidable harm were being carried out, monitored and regularly reviewed. People had their medicines administered safely. There were enough staff with the right skills and experience to meet people’s needs. Recruitment practices were robust ensuring staff were suitable to carry out their roles.

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 outstanding (published 10 October 2018).

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.