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Archived: Lelant Nursing Home Outstanding

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Inspection Summary


Overall summary & rating

Outstanding

Updated 10 March 2017

This inspection took place on 28 November 2016 and was unannounced. Lelant Nursing Home is registered to provide nursing and personal care for forty older people. At the time of the inspection, there were 22 people living at the service.

There was 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.

This service is owned by a company that is in administration. The service is therefore under the ultimate management of the Administrators, who are licensed insolvency practitioners (IP) and were appointed by the company’s director. More information about this can be found on the Companies House website. The Administrators have utilised the services of specialist operators to assist in their management of the care home, and have regularly updated people, their relatives and the Care Quality Commission about this process.

Without exception, people and their relatives told us the service was very caring. One relative said; “They go above and beyond their duties all the time”. Staff were extremely caring and treated people with kindness, compassion and affection. The service was committed to delivering outstanding end of life care, in which people’s end of life wishes were respected and where people experienced a pain free, dignified death.

There was a strong focus on delivering innovative, personalised activities for people. The registered manager was committed to forging links with the local community and ensuring that people remained visible and were active inside and outside of the service. People had taken part in a highly creative and original piece of work which helped them to share their life histories with the wider community and to learn about other generations and their experiences. There was a focus on inclusivity and empowerment.

Relatives were made to feel important and were always warmly welcomed at the service. Staff and managers were considerate towards them and ensured that they felt looked after and valued. They were treated with kindness and respect and were enabled to spend quality time with their loved ones. Relatives were kept informed of any changes and were able to have an open and honest dialogue with staff and managers. Relatives felt able to approach the managers with any issues and their feedback was sought and was highly valued.

The service was extremely well led. The registered manager valued their staff, paid attention to detail and led by example. Lelant had recently been presented with “The dignity and respect care home of the year” award, in recognition of its commitment to providing an outstanding service. There was a clear focus on sharing best practice and the management team attended a number of forums in order to learn from others. The registered manager strived towards excellence and was committed to continuous improvement and development. All of the staff said they felt valued and supported by their colleagues and the managers. Other agencies were very positive about the leadership of the service and said the staff team listened to and embraced ideas.

Systems were in place to deal promptly and appropriately to any complaints or concerns. The registered manager promoted the ethos of honesty, learning from mistakes and admitted when things had gone wrong. This reflected the requirements of the Duty of Candour. The Duty of Candour is a legal obligation to act in an open and transparent way in relation to care and treatment. Feedback on the service was sought in creative ways to ensure that everybody had their voices heard and that there was a focus on continuous learning.

The provider had a robust quality assurance system in place and gathered information about the quality of th

Inspection areas

Safe

Good

Updated 10 March 2017

The service was safe.

People were protected by staff who understood how to recognise and report signs of abuse or poor practice.

There were sufficient numbers of staff to meet people’s needs and keep them safe.

People’s medicines were stored, administered and disposed of safely.

People were supported by staff who had been safely recruited.

Effective

Good

Updated 10 March 2017

The service was effective.

People were supported by highly motivated and well trained staff. Induction processes for new staff were thorough and all staff received regular and effective supervision and support.

People’s rights were upheld and their best interests were promoted in line with the Mental Capacity Act (MCA).

People’s health and social care needs were met through access to a range of professionals.

People were supported to have their health and dietary needs met.

Caring

Outstanding

Updated 10 March 2017

The service was exceptionally caring.

People were provided with outstanding care to enable them to live fulfilled and meaningful lives.

The registered manager and staff were committed to a strong personalised culture. Kindness, respect, dignity and compassion were integral to the day-to-day practice of the service.

People were supported to maintain relationships with people who mattered to them. Relatives were treated with kindness and were made to feel welcome and valued.

People had access to advocacy services when required.

People were provided with highly personalised, compassionate and dignified end of life care.

Responsive

Outstanding

Updated 10 March 2017

The service was very responsive.

People were provided with outstanding and personalised care. People were supported by staff who knew them very well and who were passionate about enhancing their well-being and quality of life.

Staff used innovative and individualised ways of engaging people in meaningful, bespoke activities, so they felt empowered and part of their wider community.

People were supported to lead a full and active lifestyle. People were actively encouraged to engage with the local community and maintain relationships which were important to them.

Complaints and concerns were listened to, taken seriously, responded to in a timely way and used to drive improvement across the service.

Well-led

Good

Updated 10 March 2017

The service was exceptionally well-led.

There was a highly positive culture within the service. The management team provided strong leadership and led by example.

There was a strong emphasis on continually striving to improve and develop the service.

People were placed at the heart of the service and were supported to have their voices heard. Innovative and creative methods were used to enable people to be empowered and to share their opinion.

The service strived for excellence through consultation, training and reflective practice.

Robust systems were in place to assess and monitor the quality of the service. The quality assurance system helped drive improvement.