QEF Care and Rehabilitation Centre

Updated 8 October 2021

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 Care Act 2014.

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 as carried out by two inspectors and an assistant inspector.

Service and service type

QEF Care and Rehabilitation Centre is a ‘care home’. People in care homes receive accommodation and nursing or 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.

Notice of inspection

This inspection was unannounced.

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 Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us 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 five people who used the service about their experience of the care provided. We are improving how we hear people’s experience and views on services, when they have limited verbal communication. We have trained some CQC team members to use a symbol-based communication tool. We checked that this was a suitable communication method and that people were happy to use it with us. We did this by reading their care and communication plans and speaking to staff or relatives and the person themselves. In this report, we used this communication tool with three people to tell us their experience.

We spoke with 16 members of staff including the registered manager, general manager, health and safety manager, therapy staff, head of nursing care and a registered nurse, deputy head of care, care and rehabilitation support workers, housekeeping staff and volunteers. We reviewed a range of records. This included three people’s care records and multiple medicines records. We looked at three staff files in relation to recruitment, staff training and supervision. A variety of records relating to the management of the service, including quality and safety records, as well as policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We spoke with five relatives of people using the service. We looked at service improvement action plan, further management and care records and complaints records.

Updated 8 October 2021

About the service

QEF Care and Rehabilitation Centre is a rehabilitation centre in Leatherhead providing personal and nursing care to younger and older adults. The service aims to help people regain their independence following an acquired brain injury, stroke, incomplete spinal injury or neurological illness and provides therapy alongside residential care and support. The service can support up to 48 people. At the time of the inspection, 21 people received treatment and support in QEF Care and Rehabilitation Centre.

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

The centre had a large staff and management team and there were substantial changes in the service in the past year. The management team started consolidating the improvement actions identified via audits, as well as internal and external feedback but this work was not yet completed at the point of the inspection. We discussed this with the management who assured us about how they would further strengthen the governance in the service and action any improvements in a timely and effective way. We also saw evidence of actions directly affecting people’s safety being already completed. We will check if good practice around quality and safety monitoring was embedded in the service at our next inspection.

People received safe support around their health, physical and emotional needs and medicines. There were enough staff to ensure people could access timely support and therapy during their stay. Staff knew how to protect people from avoidable harm by supporting them to manage risks. Staff also knew what to do if they were concerned people might be at risk of abuse or neglect.

People were supported to keep safe from infections, to host visitors and enjoy going out of the service in a COVID-19 safe way. Staff supported people to access other health services when needed and there was a range of social activities available in the centre. The service was adapted to people’s needs which allowed them to freely access all facilities and remain comfortable when re-building their independence or receiving complex care.

People received personalised care with support being provided in a targeted, joined-up way by different health and social care professionals. People and their relatives told us how this enabled them to regain their ability, for example to walk or communicate freely.

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 received ongoing support and training, felt competent to fulfil their roles and commented positively on the overall culture of the service and teamwork. The centre worked in close partnership with the NHS services in the local area and other healthcare professionals and specialists.

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 15 June 2020 and this is the first inspection.

Why we inspected

This inspection was based on the date the service was registered by CQC.

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 until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.