Walton Heath Manor

We found the following examples of good practice.

People were well supported by staff to have telephone and video call contact with their family and friends. The service facilitated in person visits in a manner which minimised the risk of infection spread, including visits in the garden and through a visitors pod. The visitors pod was fitted with microphones and a large clear window in the dividing wall and visitors entered directly from the garden so they did not enter the home.

Plans were in place to isolate people with COVID-19 to minimise transmission. The service had good supplies of personal protective equipment (PPE) that was readily available throughout the home.

There was a meet and greet protocol in place where visitors were asked screening questions, had their temperature taken and were asked to wash their hands. PPE was also provided for visitors where appropriate.

Staff had received training on how to keep people safe during the COVID-19 pandemic and staff and people who lived in the home were regularly tested for COVID-19.

The building was clean and free from clutter, with furniture rearranged to support social distancing where possible and a small second dining area had been created. People wore face masks whilst in group activities.

Staff ensured people had sufficient stimulation to support their health and wellbeing. This included organising games, themed crafts and activities. Physical activities were promoted where appropriate to help people maintain their mobility, such as corridor and garden walks. Weather permitting, entertainers had also performed in the garden in line with current COVID-19 guidance which people living at the home viewed from the terrace and balcony areas.

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

Follow up:

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

This was an unannounced inspection that took place on 13 September 2016.

The home had a registered manager. 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. The registered manager assisted us with our inspection on the day.

There was a kind, caring and relaxed atmosphere in the home where people and staff interacted together well. People and relatives were extremely happy with the care provided and they were made to feel welcome when they visited. People had a choice in the activities they wished to do. Staff supported people to take part in various activities and staff were attentive to people to help ensure that activities were individualised and meaningful to people.

People had care responsive to their needs and staff knew people extremely well. People were provided with a choice of meals each day and those who had dietary requirements received appropriate foods. Staff followed the guidance of healthcare professionals where appropriate and involved healthcare professionals to help ensure people remained healthy.

Staff provided care in line with the Mental Capacity Act (2005). Records demonstrated that people’s rights were protected as staff acted in accordance with the MCA when being supported to make specific decisions. The registered manager was aware of when people may be restricted and it was appropriate to submit applications to the supervisory body in relation to this.

Staff followed correct and appropriate procedures in administering medicines and medicines were stored safely. Care was provided to people by staff who were trained and received relevant support from their manager. This included regular supervisions and appraisals. Staff told us they felt valued by the registered manager and really enjoyed working in the home.

Staff understood their role in safeguarding people. They had received training and demonstrated a good understanding of how they would protect people from abuse of potential harm. Staff routinely carried out risk assessments and created plans to minimise known hazards whilst encouraging people’s independence.

In the event of an emergency where the home would have to close, there was a contingency plan in place to help ensure people’s care would continue uninterrupted.

There were sufficient staff in the home to help ensure people received the care and support they required when they required it. Robust recruitment processes were in place to ensure that those staff who were providing the care were suitable to be working in such a setting.

Care plans contained detailed information to guide staff on how someone wished to be cared for. Information included detail around people’s mobility, food and personal care needs. Staff had a good understanding of people’s needs and backgrounds as detailed in their care plans.

Quality assurance checks were carried out to help ensure the environment was a safe place for people to live and they received a good quality of care. Staff were involved in the running of the home as regular staff meetings were held and they were encouraged to give their feedback. People and relatives were given the opportunity to provide feedback on the care they received through residents meetings and surveys.

People knew how to make a complaint if they felt the need to. They told us any concerns they raised were dealt with immediately by the registered manager. Suggestions raised by people were responded to by management.

There was an open positive culture within the home and it was evident the registered manager had good management oversight and was respected by staff. The registered manager was keen to improve the quality of care provided and continually looking for different ways to improve staff knowledge and best practice.

All of the people we spoke with told us that staff gained consent from them before any care was given. We saw documents that the service gained consent from people when they joined the service.

During our inspection we found that the service undertook appropriate assessments before people received care. People told us that they thought the service was good and that the staff did their jobs well. One person told us 'Staff were marvellous with my wife.'

We found that the service undertook appropriate checks needed before staff began their employment. Staff also confirmed this.

We found that the service had sufficient numbers of qualified staff the met the needs of people. People told us that when they are short of staff the services always arranged for suitable cover.

We saw that the service had an effective complaints system. People we spoke with told us that if they felt they needed to complain they would not have any problems doing so.

When we last visited the service in May 2012 the people who used the service and relatives we spoke to had expressed satisfaction with most aspects of the service.

On this occasion we spoke to two people who used the service who told us that they enjoyed living there. They told us that they felt safe and secure and that they felt the staff were suitably trained to do their jobs.

We found during this inspection that the front door was secure and visitors were all welcomed on their arrival by a member of staff.

All the staff we spoke to were able to tell us about how to safeguard vulnerable adults and the types of abuse to look out for. They were also able to tell us who the local safeguarding team were and how to contact them if necessary.

One person told us that they would feel able to pass on any concerns they had about the service to staff.

We saw that people who used the service appeared relaxed and happy in the company of the staff and the manager.