The Care Quality Commission
  • Care Home
  • Care home

Archived: Redlands House

Overall: Good read more about inspection ratings

134 Reepham Road, Hellesdon, Norwich, Norfolk, NR6 5PB (01603) 427337

Provided and run by:
Mr & Mrs R Smart

Important: The provider of this service changed. See new profile

All Inspections

14 June 2017

During a routine inspection

This inspection was unannounced and took place on 14 and 15 June 2017. Redlands House is a residential care home that provides accommodation, care and support for up to 33 older people. It does not provide nursing care. At the time of our inspection there were 25 people living in the home.

At the last inspection, the service was rated Good. At this inspection we found the service remained Good.

Why the service is rated Good.

People remained safe in the service. Medicines were managed safely and staff ensured people received their medicines as necessary. Staff knew how to keep people safe from harm. Risks were clearly identified and actions were taken to mitigate against identified risks.

Staff received appropriate support and training to effectively undertake their roles. People were supported to eat and drink enough in accordance with their preferences and dietary needs. People were able to access and receive healthcare, with support, if needed.

Staff sought people’s consent and input regarding their care needs. The service was working in accordance with the Mental Capacity Act 2005 and the Deprivation of Liberty Safeguards.

People were supported by staff who cared for them and treated them kindly. Relatives felt welcome and able to visit when they wanted.

People received personalised and responsive care. Staff supported people in a way that met their individual needs and preferences. There was a range of activities on offer and staff encouraged people to participate in them.

The management team responded to complaints and concerns thoroughly. People and their relatives felt able to raise issues if they had any.

The registered manager and provider were visible in the service. They monitored the quality of the service being delivered and there was a clear development plan to help sustain and drive improvements in the home. Staff felt supported by an approachable and supportive management team, who listened and involved them in the service.

Further information is in the detailed findings below

29 December 2014

During a routine inspection

We inspected Redlands House on the 29 December 2014. This was an unannounced inspection.

Redlands House is a residential care home and provides accommodation and care for up to 33 older people. There were 28 people living in the home at the time of the inspection.

The home had a registered manager in place. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People told us they felt safe at the home and would be able to raise concerns about their safety if they had any. Family members also told us that they felt their relative was safe and looked after appropriately. Prior to the inspection we had asked the local authority safeguarding team whether they had received any concerns about the standards of care provided at Redlands House. They confirmed that they had not. Staff had received training in safeguarding adults and were able to tell us how to identify abuse and what to do if they suspected abuse was taking place.

Accidents or incidents were recorded appropriately and in a timely manner. Learning from such events was shared with staff to help prevent recurrences.

Medications were stored, checked and administered appropriately and safely.

There were enough trained, qualified and experienced staff on duty day and night to meet people’s needs safely.

The manager undertook safe and robust employment checks when recruiting new employees. This helped to ensure that people were looked after by staff with the necessary skills, abilities and experience.

Regular training and refresher training for staff took place. Where specific training or refresher training was indicated as part of supervision or appraisal this was arranged by the registered manager.

The CQC is required by law to monitor the operation of the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS) and to report on what we find. We found the home was meeting the requirements of the MCA 2005.

People told us that they were able to discuss their health needs with staff and had contact with GP’s and other health care professionals should they need to. People were protected from identified risks to their health, for example those associated with malnutrition and dehydration.

People were treated with respect and had their views and opinions listened to. Staff took their time and explained things well when questions were asked.

Staff demonstrated a good knowledge of people in their care. They knew people’s backgrounds, family members, hobbies and likes and dislikes. During the inspection we observed many positive and beneficial interactions between staff and people using the service.

People’s needs were assessed before they came to the home and care plans were put in place to meet their needs. Where appropriate, or relevant, family were involved in discussions about changing needs. Individual likes and dislikes, hobbies and interests were noted and acted upon. We observed that no pressure was placed on anyone who used the service to take part in anything they did not wish to.

People and their relatives told us that the home was well managed and led. The provider had complied with their legal obligations to notify us promptly about specific events happening in the home.

30 October 2013

During a routine inspection

We spoke with four people who used the service and asked them about the care and treatment which they received. They said they felt happy with the care.They said that they felt safe and liked the staff. One person said,'I am very comfortable here.The staff are very kind.'

We observed people who used the service being well supported by staff and spoken to with respect.This meant that people experienced care, treatment and support that met their needs and protected their rights.

People using the service were offered a range of healthy and nutritious meals and drinks. One person said,'The food is really good.' We spoke with one relative.They said,'My father loves it here.They make a real effort with him, everyone is really nice with him.' We spoke with one professional.They said,'There is fantastic teamwork here and the staff make everything seamless.'

We spoke with four staff who said that they felt well supported. One person said,'I know if I had a problem I could go to the managers and they would be helpful.'

Staff had a clear understanding of adult safeguarding and knew how to report abuse. Staff had a clear understanding about the importance of cleanliness and infection control and they followed appropriate procedures.

Staff received appropriate support and training to carry out their duties. Staff records showed us that people were cared for by staff who were supported to deliver care and treatment safely to an appropriate standard.

13 February 2013

During a routine inspection

People told us that they felt respected and involved by staff and that if they had any questions or concerns staff would be willing to address these. For example one person told us that, 'The staff are very helpful if l have any questions.' Visitors confirmed that they felt involved in the care that their relative was receiving and were able to talk to senior staff if they had any concerns.

People we spoke with told us that they were pleased with the care and support they were given. Assessments of individual needs had been made and were regularly reviewed. This meant that people experienced care, treatment and support that met their needs and protected their rights.

Maintenance records and schedules were in place and checklists were used to record equipment checks and any remedial action taken. This told us that people who used the service, staff and visitors were protected against the risks of unsafe or unsuitable premises.

We looked at the mandatory staff training records and these showed that staff had attended regular training updates. This meant that people were cared for by staff who were supported to deliver care and treatment safely and to an appropriate standard.

The care plans we looked at had been regularly monitored and reviewed by staff, which meant that the provider had an effective system in place to regularly assess and monitor the quality of service that people receive.

28 February 2012

During a routine inspection

We were told that the staff promoted people's dignity and treated them with respect. More than one person told us they were satisfied with the daily routines in the home and said they had a lot of independence and choice in their daily lives.

All of the people we spoke with during our inspection were happy with the service they received at Redlands House. People told us that staff understood their individual needs and that care was of a good standard. People told us they enjoyed the food, which they said, was well cooked and presented.

We heard positive comments about the staff team. People said they felt safe living in the home and that they were treated well. They were confident that any complaints would be dealt with by the management.