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Kings Lodge Nursing Home Good

All reports

Inspection report

Date of Inspection: 4 February 2013
Date of Publication: 21 February 2013
Inspection Report published 21 February 2013 PDF

The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care (outcome 16)

Meeting this standard

We checked that people who use this service

  • Benefit from safe quality care, treatment and support, due to effective decision making and the management of risks to their health, welfare and safety.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 4 February 2013, observed how people were being cared for and talked with people who use the service. We talked with carers and / or family members and talked with staff.

Our judgement

The provider had an effective system to regularly assess and monitor the quality of service that people receive.

Reasons for our judgement

People who use the service, their representatives and staff were asked for their views about their care and treatment and they were acted on. The manager told us that in addition to regular residents meetings the views of people were sought in the form of annual questionnaires. We were shown that questionnaires had been distributed to residents and their family members and the staff at the home in October 2012. The manager told us that the responses to these had been mostly positive and that where suggestions of service improvements had been made these had been instigated where appropriate. The manager told us that the questionnaires had been sent to head office to be analysed and the results of this analysis had not been shared with the home as yet. We were able to see the analysis of previous surveys on the day of our visit. The reception area of the home had a comments book where people were encouraged to write any comments down. The manager told us that they reviewed this book weekly and made changes to the service if they were appropriate. The manager told us that they have an open door policy and that people mostly shared their views with her directly. The people that we spoke with confirmed this and told us that they felt comfortable discussing any concerns with the manager. As one family member explained, "I speak to the manager every time I visit, and if I have any questions she always finds me an answer. I know if I had a complaint she would be on it straight away, she is brilliant, really dedicated."

The manager showed us a number of audit tools used to monitor service provision and outcomes for people. These included audits of medication, health and safety, care plans, and meal service. Where necessary these included actions plans which stated what the service needed to do to improve.

The provider took account of complaints and comments to improve the service. All of the people that we spoke with told us that they felt their comments would be listened to and acted upon if needed. People told us that they would speak to family members or the manager of the service if they had concerns. For example, one person told us, "I am more than satisfied but if I wanted to I know I could approach the manager". We saw that the services complaints procedure was displayed in the entrance to the service. We looked at one compliant and saw that it had been dealt with in line with the provider's policy.

There was evidence that learning from incidents / investigations took place and appropriate changes were implemented. The home had a policy in place for reporting accidents incidents and significant events. We were told that staff record any event/incident in a book and that the manager would then be responsible for ensuring any necessary action was taken and the appropriate people informed where necessary. The staff that we spoke with on our visit were aware of the reporting procedure. We were shown the incident/accident log on our visit and were able to see that staff were following procedures.