Bourne View

Updated 21 April 2020

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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team

On the first day of the inspection, the inspection was carried out by one CQC inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service. On the second day of the inspection, one CQC inspector and a specialist nurse advisor carried out the inspection.

Service and service type

Bourne View Care Home is a care home which provides accommodation for people who require nursing or personal care. People in care homes receive accommodation and personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

The service had a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

The inspection on day one was unannounced.

What we did before the inspection

Before the inspection we reviewed information we held about the service. This included information about incidents the provider had notified us of and contacting the local authority and health professionals for their views on the service. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us annually to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all of this information to plan our inspection.

During the inspection

We spoke with six people who used the service, three relatives and three visiting health professionals to ask about their experience of the care provided. We also spoke with 12 members of staff which included the operations manager, the registered manager, the care co-ordinator, nurses and care staff, two chefs, companion staff and housekeeping staff. During our inspection we observed care practices and the interaction between staff and people.

We observed how people were supported and to establish the quality of care people received we looked at records relating to their care and support. This included seven individual care and support plans, and a selection of Medicine Administration Records (MARS). We also looked at records relating to the management of the service including; staffing rotas, eight staff recruitment, annual appraisal, supervision and training records, premises maintenance records, training and staff meeting minutes and a range of the providers policies and procedures.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We reviewed a selection of the providers policies and received written feedback regarding the service from health professionals. Who had regular contact with the service.

Updated 21 April 2020

About the service

Bourne View Care Home is registered to provide accommodation and nursing or personal care for up to 68 older people. At the time of our inspection there were 21 people living at the home.

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

The service had been registered with the CQC in 2019 and had been specifically designed and built as a care and nursing home. The service had been a finalist in a global interior design competition in 2019 for wellness and health care design and had also won a separate independent care home design award in 2020. The design of the premises enriched and benefited the lives of people living at Bourne View.

Staff demonstrated a good understanding around the provider’s safeguarding procedures and understood how to recognise potential signs of abuse. People and their relatives told us they felt safe living at Bourne View.

People had detailed assessments completed for them which gave staff guidance to ensure people were cared for and supported in ways they preferred. Each person was respected as an individual, with their own social and cultural diversity, values and beliefs.

People’s medicines were managed safely, stored securely and administered by trained staff. People received assistance to take their medicines as prescribed.

The provider had robust recruitment systems in place to ensure staff were safely recruited. There were enough staff employed on each shift to ensure people received individual, person centred care and support at all times.

Staff were themselves supported with a system of regular supervisions and annual appraisals that offered ongoing support and development opportunities for staff.

The clinical lead had won Care Home Worker of the Year at an independent newspaper’s Proud To Care Awards.

The provider ran an effective training programme that staff felt was informative, useful and well delivered. Staff commented they enjoyed both the practical face to face group training sessions as well as the on-line learning that they found provided a flexible method of learning. Staff told us the training was, “Brilliant and really effective.”

The service was working within the principles of the Mental Capacity Act 2005. People were supported to have maximum choice and control over 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.

People’s dietary needs and preferences were assessed and where needed, people received support to eat and drink. This was provided by staff in a discreet and friendly way. Meal times were a social occasion with the dining rooms attractively laid out. People could choose where they sat, enabling them to enjoy their meal time experiences with friends and family. People told us they really enjoyed their meals, one person said, “The meals look nice, it’s all very good, it’s lovely.”

People and relatives consistently told us how they were treated with kindness, warmth, compassion and respect by all staff. People received care and support from a consistent staff team that knew them well and provided their care in ways they preferred.

People’s ongoing health care needs were continually assessed, and people were referred to health professionals when required. The service worked collaboratively with health care professionals and had established a bespoke system for end of life care, to ensure people experienced a comfortable, dignified and pain free death.

The service had a varied activities programme for people to enjoy and take part in if they wished. Activities included outings to places of interest, and towns as well as indoor activities and visiting independent entertainers. For people who wished to remain in their bedrooms, one to one support was offered to prevent social isolation.

People and relatives knew how to make a complaint and felt confident they would be listened to if they needed to raise any concerns. People and relatives were encouraged to share their views about the service which were welcomed and acted upon.

There were a variety of audits, policies, spot checks, systems and procedures in place to monitor the quality and safety of the service and ensure a culture of continuous improvement and learning took place.

People, relatives, health professionals and staff told us the service was well-led and expressed confidence in the registered manager and the management team. The registered manager demonstrated an open, supportive and professional management style with an ethos around support, continual development and improvement throughout the service.

Staff felt well supported and spoke highly of the registered manager and management team. Staff were passionate, committed and motivated to delivering quality person-centred care to people. Staff told us they loved working at Bourne View.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk.

Rating at last inspection

This service was registered with us on 12 March 2019 and this is the first inspection.

Why we inspected

This was a planned inspection based on the service’s registration date.

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.