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Archived: Hook Hall High Street Good

Reports


Inspection carried out on 8 December 2015

During a routine inspection

This inspection took place on 8 December 2015 and was unannounced. We previously visited the service in November 2013 and we found that the registered provider met the regulations we assessed.

The service is registered to provide accommodation for up to 21 people who require assistance with personal care. On the day of the inspection there were 15 people living at the home. The home is situated in Hook, a village close to the town of Goole, in the East Riding of Yorkshire. The property is a listed building that is situated within its own grounds.

The registered provider is required to have a registered manager in post and on the day of the inspection there was a manager in post who was registered with the Care Quality Commission (CQC). 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 2008 and associated Regulations about how the service is run.

People told us that they felt safe whilst they were living at Hook Hall. People were protected from the risks of harm or abuse because the registered provider had effective systems in place to manage any safeguarding concerns. Staff were trained in safeguarding adults from abuse and understood their responsibilities in respect of protecting people from the risk of harm. Staff also told us that they would not hesitate to use the home’s whistle blowing procedure if needed.

Staff confirmed that they received induction training when they were new in post and told us that they were happy with the training provided for them. Staff had received training on the administration of medication and people told us they were happy with how they received their medicines.

New staff had been employed following the home’s recruitment and selection policies and this ensured that only people considered suitable to work with vulnerable people had been employed. On the day of the inspection we saw that there were sufficient numbers of staff employed to meet people’s individual needs.

People told us that staff were caring and that their privacy and dignity was respected. People told us that they received the support they required from staff and that their care plans were reviewed and updated as required.

People’s nutritional needs had been assessed and they told us they were very happy with the food provided. We saw that people were encouraged to drink throughout the day.

There was a complaints policy and procedure in place and we saw that any complaints or concerns raised had been dealt with professionally. There were systems in place to seek feedback from people who received a service, and feedback had been analysed to identify any improvements that needed to be made.

The quality audits undertaken by the registered provider were designed to identify any areas that needed to improve in respect of people’s care and welfare. Staff told us that, on occasions, incidents that had occurred had been used as a learning opportunity for staff.

Inspection carried out on 28 November 2013

During a routine inspection

We found people were being looked after by friendly, supportive staff within a warm and homely environment. Care was personalised and reflected people’s choices and decisions. One person told us “It is lovely here, the staff are so friendly and we are like one big family.”

There were clear processes in place for what should happen when a person moved to another service, such as a hospital, which ensured that the person’s rights were protected and that their needs were met.

People were cared for in a clean and hygienic environment. Two people who spoke with us said they were satisfied with the cleanliness of the home and pleased with the laundry service.

The provider ensured equipment used to assist people with their daily lives was regularly maintained, safe and fit for purpose. One person who used the service told us “Staff help me to mobilise with my walking frame and they use a hoist to get me into and out of the bath. They are competent and I feel safe at all times.”

We saw that there were sufficient numbers of staff on duty to meet the needs of the people who used the service. One person told us, “Staff are friendly and give us the support and help we need” and another said “There is a lovely atmosphere in the home, very friendly and welcoming.”

The provider had an effective quality assurance system in place and people’s views and opinions of the service were listened to and acted on where necessary. There was also a complaints system available, which people understood and were confident of using if needed.

Records about people who used the service enabled staff to plan appropriate care, treatment and support. The information needed for this was systematically recorded and kept behind locked doors to keep it safe and confidential.

Inspection carried out on 28 November 2012

During a routine inspection

We found people were being looked after by friendly, supportive staff within a warm and homely environment. The food offered to people was well cooked and gave them them a choice of meals. Staff had time to sit and talk to people throughout the day. Care was risk assessed and records were up to date.

People we spoke with said they like living in the home and that their care and support was “The best in the area.” One person told us, “Staff are friendly and give us the support and help we need” and another said “There is a lovely atmosphere in the home, very friendly and welcoming.”

People told us that they were consulted about their care and were able to make their own decisions about life in the home. People felt staff respected their privacy and dignity. One person said “I decide when I get up in a morning, when I want to go to bed. I can make choices about what I want to eat or how I want to dress. There are some limits to what I can do for myself because of my health, but staff listen to me and try to do things the way I like them done.”

People said that they had good access to outside healthcare professionals and they were satisfied with the level of medical support given to them. They said staff were good at giving them their medication on time and when they needed it. People told us they saw the provider and manager most days to talk to and they were confident of using the complaints system if they needed to.

Inspection carried out on 26 January 2012

During a routine inspection

We spoke with one person who lived at the home and they told us that they could ‘do as they liked’. We also chatted to other people who were taking part in an activity.

People said that they were encouraged to make decisions about their day to day lives, such as when to get up, when to go to bed, what to wear and where to spend the day and that these times were flexible. They said that staff were respectful and mindful of the need for privacy and dignity.

People told us that staff were caring and friendly. They said that there was a choice of food at mealtimes and that staff would prepare something different for them if needed. They told us that they ‘definitely chose the right place’ when moving to Hook Hall.

People told us they would be happy to speak to a member of staff, the manager or the provider if they had any concerns and they were sure that their concerns would be listened to and acted upon. One person said, ‘the manager is the kind of person that, if you go to her with a concern, she will put it right’. We were told that people felt safe living at the home.

They said that they had no complaints at all – the food was good, the staff were very good and Hook Hall was a small home that was homely and comfortable.