Archived: New Mill House

At the time of the inspection there were three people living at the service. At the previous inspection the service was found to be compliant in the standards we looked at. This was the first inspection using a new methodology for inspection.

There is a registered manager who divides their time between this home and two others operated by the same provider. 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.

Risk assessments were undertaken regularly on the premises and equipment. Individual risk assessments and the admissions screening process were done well but not all environmental risks had been formally assessed and recorded. Following the inspection, the registered manager started writing a new policy to address this issue.

Staff had a good understanding of safeguarding people from abuse and harm. Staff dealt really well with individual mental health crises. Staffing levels were managed flexibly in order to support clients at times of need. People said that they felt safe and that they were always able to find support from staff regardless of time of day or night.

All staff had undertaken induction, training and supervision which gave them the skills and knowledge required to give people effective care. Regular staff meetings ensured people's knowledge was kept up-to-date. People had requested and received training in specific aspects of mental health which had enabled them to provide enhanced care.

Staff enjoyed high levels of supervision and support from the registered manager and within the staff group, where the ethos was on mutual group support. The registered manager was praised for being very accessible and supportive. Healthcare professionals working with the service praised the staff for being flexible and caring.

A good range of healthy food and drink was supplied and meals were prepared using fresh food. Staff acted as role models for healthy eating. Meals were shared in the evening with residents and staff eating together to promote social skills and a homely informal atmosphere.

People living at the service praised the staff who were observed interacting with people in a gentle and compassionate manner. Staff used the key worker model to develop close working relationships with individual clients, enabling them to get to know their needs well and to monitor changes and respond appropriately. People appreciated having regular discussions with the key workers.

Personalised care included person centred assessment planning, use of contracting to modify people’s behaviour and timely regular reviews. Records demonstrated progress made and showed that people were engaged in a range of activities and interests outside the home to enable them to achieve the long-term goal of returning to independent living. People really valued the key worker model and the opportunity to develop close supportive relationships. Communication was a key strength.

All feedback received, both from people using the service and from healthcare professionals working with the service, was overwhelmingly positive.

The home had a very positive homely atmosphere with the emphasis on developing and maintaining independence. Leadership was strong and empathetic. There were good management structures in place and a range of quality assurance processes had picked up key issues. There was a history of successful partnership working.

People living or staying at the home were unanimous in their praise of the service saying "It's just the atmosphere and the staff, they support us really well." And "It's a life-line."

We found that the home was well managed, with staff receiving regular training and supervision that ensured that they knew how best to safeguard people's welfare. We were shown records that demonstrated that the home took all the necessary precautions to ensure that the service was compliant with health and safety requirements.

People we spoke with both told us they were happy with the care they had received. Care plans and goal and outcome forms were person centred and focussed on what the person wanted to achieve. Outcomes were clearly measurable and explained what the person would be able to achieve when the goal was met.

All staff we spoke with told us the correct procedure for receiving and administering medication as stated in the organisations policy. One person told us that 'staff are very thorough when they give medication. They count it out it and it is always the right amount. I have never had any problems when having my medication.'

One person told us that staff were very approachable, even about small things, and one person said staff would 'always make time for you. They put us above everything no matter how busy they are.'

People we spoke with told us that if they had any concerns they would be happy to discuss these with the manager and thought that action would be taken.