Archived: The Yelverton Nursing and Residential Home

Toward this inspection we visited the home on two days, the first unannounced and the second so that we could discuss the changes with the registered manager.

We met people using the service but most were unable to give us information. We saw staff providing care at people’s own pace and taking their individual needs in account. We saw that there was a high standard of personal care delivered and that people looked well cared for. Staff were respectful and kind.

We checked the home’s web site and found that information about the service was a true representation. We were told that local advertising was now corrected so that people requiring information about the home could make informed decisions about its suitability. Written information about the home, given to people enquiring about the service, was clear.

We saw that additional signage at the home helped people find their way around the building. The registered manager was undertaking qualifications in the subject of dementia at a level suitable to her role and she had a good understanding of the needs of people with dementia. Staff confirmed that they received a lot of valuable training and we saw records of this.

Care plans were clear and informative and risks had been assessed. Where there had been a change in a person’s health it had been followed up appropriately. External health care advice and services had also been sought as needed where a person’s needs were complex.

Steps had been taken to address the one account of inadequate response to a complaint made about the home. People thought that complaints would be taken seriously and handled properly by the registered manager. We looked at the handling of three complaints and found this to be the case.

The home sought people's views through care and treatment planning and feedback questionnaires about the service. Those views were taken into account, for example, one person had wanted more frequent baths and this was arranged. People were treated with dignity and respect. Independence and choice was promoted. However, there was little adaptation for the people living at the home with dementia. We also found that some information provided about the home was inconsistent and some advertising statements were incorrect and this had caused a problem.

Care standards ensured dignity but not all care was planned, or risks mitigated through planning or delivery of care.

Arrangements for the involvement of other agencies ensured continuity of care and promoted safety.

Matron undertook regular checks and audits, looking at the standard of service provided. She ensured a skilled, professional and well supported staff team through training, supervision and meetings.

People were provided with information and the opportunity to comment and complain about the service. Some complaints had been handled well and resolved to people's satisfaction. However, one complaint had not been handled well with poor communication leading to an unsatisfactory experience for the person's family.

We found that people were consulted about their care, their rights were upheld and, should they be unable to make some decisions, people that knew them were involved on their behalf. People said that their health care needs were met and we saw that there were regular events arranged by the home, such as a cheese and wine party, to give people social events to enjoy. We saw people being offered choice, chatting and smiling.

There were enough staff to meet people's needs and training was well organised.

The home was warm, clean, fresh and well maintained. People told us that their accommodation was comfortable and they had what they needed.

Records were accurate, clear and kept securely so that private information was not available to people without the right to see it.