21 April 2021
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.
As part of CQC's response to the coronavirus pandemic we are looking at the preparedness of care homes in relation to infection prevention and control. This was a targeted inspection looking at the infection control and prevention measures the provider has in place.
This inspection took place on 25 March 2021 and was announced.
21 April 2021
About the service:
Walton Heath Manor provides personal care and support for a maximum of 46 older people with varying care needs. Accommodation is set over three floors all of which have access via stairs or a lift. On the day of our inspection 38 people were living at Walton Heath Manor.
People’s experience of using this service:
There was an exceptionally strong person-centred culture and feeling of community at the service. The registered manager and senior team ensured this ethos was embedded through the whole staff team and people described a feeling of belonging and family at Walton Heath Manor. People, relatives, staff and visitors told us they felt listened to and included both in relation to their own individual care and the running of the service.
Health care professionals echoed people’s views of the leadership and the registered manager. Comments included, “The manager likes to keep up to date with everything that’s going on with residents. I wouldn’t say a bad word about the place. The care is superb.” And, “The manager knows all the residents extremely well from their medical needs to their likes and dislikes. She allows residents to maintain their independence whilst encouraging a feeling of community. The manager is a true leader who has developed a caring group of professionals who work as a team.”
The staff team knew people extremely well and ensured they were at the centre of the service. People were fully involved and in control of how their care was provided. Staff placed great importance on supporting people to maintain contact with those important to them and to develop new and meaningful friendships. People were supported to maintain family traditions and families were involved in the service in imaginative ways. Religious views and values were respected and people were supported to practice their beliefs. Staff were highly motivated to provide positive outcomes for people and ensured their independence was maintained and developed.
Staff had respect for the registered manager as a leader and felt well supported and valued in their roles. The registered manager set very high standards and worked collaboratively with the provider to ensure continuous improvement and development of the service. Staff felt proud to work at the service and aspired to the high standards set by the management team. The different teams worked together cohesively and respected what each area contributed to making the service run smoothly for people. People, relatives and healthcare professionals described staff as loving and compassionate.
Staff went to great lengths to support people to maintain their lifestyle and hobbies. Activities were highly personalised and staff ensured people remained part of their community wherever possible. The service recognised the importance of using music to support people’s well-being and incorporated this into many of their activities. People and their relatives received exceptional care and support when coming to the end of their life. The service had achieved accreditation with ‘beacon status’ from a national body for their work in this area.
Staff received the training they required to carry out their roles to a high standard. All aspects of the service were audited and kept under continual review. People told us they felt safe living at Walton Heath Manor and risks to people’s safety were managed well.
Rating at last inspection: Walton Heath Manor was previously rated as ‘Good.’ The report was published on the 15 October 2016.
Why we inspected:
This was a planned comprehensive inspection based on our previous rating
We will continue to monitor the service through the information we receive and return to visit in line with our re-inspection programme.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk