The Care Quality Commission
  • Care Home
  • Care home

Archived: Bedford Charter House

Overall: Good read more about inspection ratings

1a Kimbolton Road, Bedford, Bedfordshire, MK40 2PU (01234) 321400

Provided and run by:
Bedford Citizens Housing Association Limited

All Inspections

04 December 2014

During a routine inspection

Bedford Charter House is a care home for up to 64 people who have a range of care needs including dementia and physical disabilities. Short term (respite care) and some rehabilitation (home from home) support packages are also provided.

Plans to redevelop the service in stages; to include a new build care home and extra care housing on the same site, were well underway. Because the provider was making plans to move people from the old building to the new building in the New Year, the service had temporarily stopped admitting new people to the service, with the exception of people requiring short term care packages. To this end there were 58 people using the service on the day of our inspection, 4 December 2014.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission 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 and associated Regulations about how the service is run.

We found that staff had been trained to recognise signs of potential abuse and demonstrated a good understanding of the potential risks faced by people living in the home. People we spoke with confirmed they felt safe living in the home.

There were sufficient numbers of staff who had the right skills and knowledge to meet people’s needs. And we saw that the provider carried out proper recruitment checks on new staff to make sure they were suitable to work at the home.

Systems were in place to ensure people’s medicines were being managed in a safe way.

All the staff we spoke with confirmed that they had received training to carry out their roles, including support to achieve national health and social care qualifications.

We found that improvements were required to ensure the home consistently acted in line with legislation and guidance in terms of seeking people’s consent and assessing their capacity to make decisions about their care and support. The registered manager told us that further training was planned for staff to make sure they had the right skills to assess people’s capacity properly.

People were supported to have sufficient quantities of food and drink and there was an emphasis on maintaining a balanced diet. The majority of people we spoke with told us they had a choice of food each meal and that the food provided was of a good standard. We observed that people ate well and seemed to enjoy their meals. Assistance was provided in a discreet and helpful manner to people who required help with eating and drinking. We saw that people’s dignity was respected at all times and they were encouraged to maintain their independence as far as possible.

Arrangements were in place to meet people’s healthcare needs. People we spoke with had a good understanding of the support being provided to them to manage their healthcare needs, and we saw that clear information was provided to staff to enable them to understand people’s healthcare needs and how best to manage these.

Staff were observed providing care and support in a caring and meaningful way and people were treated with kindness and compassion. We spoke with people who confirmed the staff treated them well and that they discussed their care, or their relative’s care, with them. They told us they felt involved and listened to.

We learnt that people’s privacy was respected at all times and that their social needs were provided for. We observed too that people were encouraged to make their own choices and decisions, as far as possible.

A complaints procedure had been developed to let people know how to raise concerns about the service if they needed to. We saw that complaints that had been received had been responded to in a prompt and appropriate way.

Systems were in place to monitor the quality of the service provided including satisfaction surveys, meetings and internal audits. People told us there were regularly asked for feedback about the service and had opportunities to be involved in contributing to the running of the service. People thought the home was well managed and felt able to approach staff, including the registered manager, if they needed to discuss anything. We saw that action had been taken to address improvements that had been identified as a result of internal audits and feedback from people using the service.

8 August 2013

During a routine inspection

We spoke with seven people living in the home and 10 staff during our inspection on 8 August 2013.

People told us they were happy living in Bedford Charter House and we observed staff treating people with respect and dignity.

We found that people's nutritional needs were well catered for and that they were provided with choices about what they wanted to eat and drink. One person told us, 'I am really happy here, the food is very good and there is always lots of choice.' Another person said, 'I have settled in well, the food is okay, the staff are helpful and I feel part of the family.'

Staff talked to us about the arrangements in place to ensure information was shared with other services about people's needs if they needed to move out on a temporary or long-term basis. This showed that people were supported to receive safe and coordinated care.

We found that people were enabled to access all parts of the home independently, including the spacious and well maintained grounds. However, we also found some parts of the garden that could pose a risk to someone who was confused. We reported our findings to a senior manager before we left, who agreed to take action to make sure the grounds remained accessible but safe for everyone.

We saw that arrangements were also in place to ensure people had their comments and complaints listened to and acted on effectively.

25 April 2012

During a routine inspection

Peoples' diversity, values and human rights were respected. People who use the service told us that staff were very good at respecting their privacy. When they needed assistance with such things as dressing or bathing they found it a dignified experience. They said they felt very independent and were able to do as they pleased. They said they had choices in all aspects of daily life and that staff listened to them and respected their preferences and decisions.

Peoples' needs were assessed and care and treatment was planned and delivered in line with their individual care plan. People said they had been asked about their needs and personal history and staff displayed a good understanding of their needs and of them as people. They told us they were always made to feel included and there were activities arranged for them at the service which they were encouraged to participate in. They said their visitors were made welcome. They told us that when they experienced periods of ill health staff were very good at looking after any additional needs.

They told us they had no concerns about their safety and wellbeing at Bedford Charter House and that staff were good at responding to call alarms when they needed them. They said that a member of staff could be located when needed and were always able to do what was required of them. People said that staff were hard working, caring and friendly and were kept very busy.

People who use the service, their representatives and staff were asked for their views about their care and treatment and they were acted on. Most of the people we spoke with said they had never had the need to raise a concern, but if they did they would feel confident and comfortable in approaching the manager. They told us there was a residents' meeting they could attend to raise any issues they had or changes they wanted made and could also recall completing questionnaires asking for their views on their care and the service.

One person said of living at Bedford Charter House: 'I enjoy living here. The staff are friendly and helpful and show a very good understanding of my needs'. Another person summarised the view of the people we spoke with by saying: 'I feel informed and included here and I think staff show a good understanding of me and my needs'.

15 February 2012

During a routine inspection

We spoke at length with five of the 61 people who were living at Bedford Charter House when we visited on 15 February 2012. With exception of one person, they all told us that they were very satisfied with the care they received, and said that they were treated very well. They praised the staff and said that they were always kind and helpful.

We observed staff delivering care to people in a respectful and caring way, and we saw activity groups in progress for those people who wished to participate. These included a crossword group, and an entertainer providing an afternoon of singing and dancing. People told us that they loved the activities and social life in the home, and we noted that they looked comfortable and at ease in the company of the staff who cared for them.

People told us that regular meetings were held in the home. This gave them the opportunity to share their views and experiences, and make suggestions to improve the care and support they received.

The individual, who was not satisfied with some aspects of their care, had already addressed their concerns with the management of the home. The manager demonstrated their awareness of the concerns, and we saw documentation in this regard. This matter was ongoing, and indicated that people in this home were listened to when they had concerns.