Archived: Mamsey House

At the last inspection, the service was rated Good.

At this inspection we found the service remained Good.

Why the service is rated good.

Risks of abuse to people were minimised because the provider followed a safe recruitment procedure and made sure all staff knew how to recognise and report any concerns. People felt safe at the home and with the staff who supported them. One person told us. “Staff are always kind.”

People received effective care and support from staff who had the right skills and experience to effectively care for them. Staff felt they received good training which was appropriate to their role and people had confidence in the staffs’ ability to safely support them.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People were complimentary about the staff who supported them and said they were always kind and gentle when they helped them with personal care. One person said, “They help me have a bath. They are very respectful and always gentle with me.” Another person commented, “They are so caring and gentle. Very, very good. I would give them 20 out of 10 if I could give them marks.”

The service was responsive to people’s needs and they were able to make choices about their day to day routines. One person said, “There are lots of us so some things aren’t practical but on the whole I can do things when I want to.”

People lived in a home where the provider and registered manager monitored standards, ensured on-going improvements and learnt from mistakes. The registered manager and provider sought people’s views and acted on suggestions where possible.

Further information is in the detailed findings below

Mamsey House provides accommodation and nursing care to up for 33 people. The home specialises in the care of older people including people who require care at the end of their lives. At the time of the inspection there were 31 people living at the home.

There is 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 2008 and associated Regulations about how the service is run.

The registered manager had the skills and experience to manage the home. People described them, and the nominated individual, as open and approachable. Their philosophy was to create a homely comfortable environment for people.

The morale of staff was high which created a happy and calm atmosphere for people. A number of people commented on how cheerful staff were. “One person told us “They always respond cheerfully to you.” Another person said “They are always full of smiles, which makes me think they are happy in their work.”

Although people felt they received care in line with their needs and preferences some improvements were needed to care plans. Care plans needed to be more personalised to minimise the risk of people receiving care that was not in accordance with their wishes. For example; each person was checked hourly throughout the night but there was no recorded evidence that this had been agreed with people or was in line with their needs.

People told us they felt safe at the home and with the staff who supported them. One person told us “I definitely feel safe, all the staff are so good to you.” Staff were kind and caring and took time to explain things to people and offer reassurance when needed. There were sufficient numbers of staff to ensure people’s safety and provide care and support in a relaxed and unhurried manner. Many people commented that staff had time to chat to them and they never felt rushed. One person who was being cared for in their room told us “They come in to chat to me so I never feel alone.”

Staff received regular training to make sure they had the skills and knowledge to meet people’s needs. People had confidence in the staff who supported them. A visitor said “They are all experts. I know they [relative] are in safe hands, which is a great comfort.” People’s healthcare needs were monitored by trained nurses and referrals were made to other healthcare professionals according to their specific needs. People’s nutritional needs were assessed to make sure they received a diet in line with their needs and preferences. Specialist diets and food preferences were catered for and people received the help they needed to eat their meals.

People were able to take part in a range of activities according to their interests. The home had a vehicle which enabled people to take part in activities outside the home. People told us they could pick and choose what activities they took part in and plan their time around sessions they enjoyed. One person told us “I go to something most afternoons if I’m in the mood. There’s no pressure but we have a bit of a laugh.” A visiting relative said “There’s lots going on and families get invited to all the social stuff.”

People’s complaints were listened to and responded to. People told us they would be comfortable to make a complaint and were sure issues would be addressed. Records of complaints showed where concerns were raised they were fully investigated and action was taken to address any issues raised. Responses were sent to complainants outlining the measures taken and the findings of any investigations. This showed the provider was open and transparent when responding to complaints.

There were effective quality assurance systems which included regularly seeking people’s views and acting on suggestions and comments made.

If you wish to look at our findings in detail please see the full report.

Is the service safe?

The premises were secure from anyone entering unannounced.

People in the service told us that they felt safe. One person said, 'Yes, very safe because all the staff are so caring'.

Staff were able to describe to us the different ways that people might experience abuse and the correct steps to take if they were concerned that abuse had taken place in the service.

There was a safe procedure for staff recruitment. The service ensured that all new staff had the appropriate skills and knowledge to support people in the service. Staff personnel records contained all the information required.

Is the service effective?

People can be reassured that their needs will be met at this service. Each person had a care plan that detailed their care needs, and staff had a good understanding of people's care and support needs.

There were sufficient numbers of staff on duty to meet the needs of the people in the service.

People told us that they were happy with the staff support that was in place. One relative told us, "The staff are all very patient and always make time for people'.

Is the service caring?

People were supported by kind and attentive staff, who demonstrated patience and respect when supporting people.

We saw that people were able to do things at their own pace and were not rushed. One person told us, 'The staff are lovely and give me all the time I need'.

A relative told us "I have absolutely no concerns at all. It's lovely here'.

A questionnaire that had been sent to families was complimentary. We saw comments such as, 'The home is really lovely' and, 'The care is very high class'.

Is the service responsive?

People's support needs were carefully assessed before they were admitted to the service. Care records reflected people's individual needs and described the nursing and social interventions that were required.

The service collaborated with other agencies to ensure people were supported in the best possible way.

People met with their keyworkers monthly to discuss their care plans.

People had access to a wide range of activities.

Is the service well-led?

There were robust quality assurance processes in place, including regular audits and monitoring of complaints and surveys.

Staff we met had a good understanding of the aims of the service and were clear about their roles and responsibilities.

Staff received regular individual supervision from the manager and deputy manager.

People's personal care records were accurate and complete. All risks had been assessed, with safeguards put in place where necessary.

There were 25 people living in the home at the time of this inspection. We spoke with five people living in the service, two visitors and seven staff. We obtained information from social care professionals who regularly came in contact with the service. We spoke with a GP who provided services to people living in the home. We reviewed information that we had received about and from the service since the inspection in August 2012. We looked at two care records, three staff recruitment records and documents relating to the administration and management of the service.

The people we spoke with told us that they were happy living in the home and that staff ensured that their needs were met. One person said they felt 'Looked after.' Another told us that they were 'Happy I moved to the home.' A relative told us 'We have seen a great improvement in X since they have been living in the home.' People told us that they found the staff' Friendly, helpful and supportive.' Visitors and health and social care professionals told us they had experienced good relationships with staff who kept them informed of any changes in the needs of the people they cared for.