- Care home
Milton Ernest Hall Care Home
Report from 5 December 2023 assessment
Contents
Ratings
Our view of the service
Milton Ernest Hall Care Home is a residential care home that provides nursing care for up to 29 older people, who may also be living with a physical disability and / or dementia. This assessment was undertaken following CQC’s new approach: https://www.cqc.org.uk/assessment This is our first assessment of the service using this new approach. We looked at 3 key question areas (safe, caring and responsive) and 5 quality statements: safeguarding, involving people to manage risks, safe and effective staffing, independence, choice and control, and equity in experiences and outcomes. The assessment, which included both on and off site activities, took place between 18 December 2023 and 04 January 2024. We carried out an unannounced visit to the service on 18 December 2023, when 21 people were living there. The assessment was carried out by one inspector, one assessor 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. We spoke with 6 people living at the service and 9 relatives. We also observed the care and support provided to people across the day of our visit. We spoke with a number of staff including: the manager, operations manager, a registered nurse, and healthcare assistants. In addition, we sought feedback from the local authorities and professionals who work with the service. We found good outcomes for people living at the service in all of the areas we assessed.
People's experience of this service
Feedback from people, relatives and professionals who worked closely with the service, was overwhelmingly positive and remarkably consistent. People told us they felt safe living at the service. This was because staff identified potential risks and took action to mitigate these. The provider also had systems in place to report, record and review any concerns that were raised. A professional said, “Staff are very effective and responsive. The care plan is always updated and they update us about progress…staff are doing an extremely good job, being practical and using this (the building) space effectively and safely.” People were supported by enough staff who had the right skills and experience to provide safe care that met their needs. A relative said, “Staff are amazing. When you talk to any of them, they are actually happy to work in this job and it shows. There is nothing to improve there, top marks for care.” Staff treated people with dignity and respect. They encouraged people to maintain their independence, choice and control as far as possible. A relative told us, “Our relative has all the care they need with dignity and kindness. Staff are wonderfully understanding and offer unlimited support…we just could not praise them enough.” People benefitted from care and support that was co-ordinated and involved them, along with others who were important to them. One person said, “I would praise all staff. They are all working very hard and are very kind and obliging. Can’t fault them.” A relative added, “From our point staff are doing a stellar job looking after our relative. The nurses keep us updated; we can’t fault them. They listen, help and work very hard…I would have no problem recommending this place because of excellent care and a really human but professional attitude towards residents and their families.”