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Archived: Andover Nursing Home Outstanding

The provider of this service changed - see new profile

Inspection Summary

Overall summary & rating


Updated 3 March 2017

This inspection took place on 9 and 10 January 2017 and was unannounced. There were no concerns at the last inspection in January 2014. Andover Nursing Home is registered to provide accommodation and nursing care for up to 87 people. At the time of our visit there were 79 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.

The feedback we received from people was positive throughout. Those people who used the service expressed great satisfaction and spoke highly of all staff and services provided. One relative told us, “The home is simply fantastic. It’s so friendly with a lovely atmosphere. I always look forward to visiting, from the pleasant greetings at reception and onwards. I cannot speak highly enough”.

Staff involved in the inspection demonstrated a genuine passion for the roles they performed and their individual responsibilities. Visions and plans for the future were understood and shared across the staff team. They embraced new initiatives with the support of the registered manager and colleagues. They continued to look at the needs of people who used the service and ways to make positive changes.

People experienced a lifestyle that met their individual expectations, capacity and preferences. There was a strong sense of empowering people wherever possible and, providing an environment where independence would be encouraged and celebrated. People’s health and well-being were paramount. One relative told us, “I think the attention my husband receives and the happiness here has allowed him to defy dying. We are having quality time together; it couldn’t get any better than that”.

The registered manager listened to people and staff to ensure there were enough staff to meet people's needs. They demonstrated their responsibilities in recognising changing circumstances within the service, and used a risk based approach to help ensure that staffing levels and skill mix was effective.

The safety of people who used the service was taken seriously. The registered manager and staff were aware of their responsibility to protect people’s health and wellbeing. There were systems in place to ensure that risks to people’s safety and wellbeing were identified and addressed. Staff were very highly motivated and proud of the service. They were fully supported by the registered manager and a programme of training and supervision enabled them to provide a high quality service to people.

The registered manager ensured that staff had a full understanding of people’s care needs and had the skills and knowledge to meet them. People received consistent support from staff who knew them well. People had positive relationships with staff and were confident in the service. There was a strong emphasis on key principles of care such as compassion, respect and dignity and promoting independence. People who used the service felt they were treated with kindness and said their privacy and dignity was always respected.

People received a service that was based on their personal needs and wishes. Changes in people’s needs were quickly identified and responded to. The service was flexible and responded very positively to people’s requests. People who used the service felt able to make requests and express their opinions and views.

The provider and registered manager were totally committed to continuous improvement. The registered manager and staff demonstrated strong values and, a desire to learn about and implement best practice throughout the service.

The registered manager demonstrated a good understanding of the importance of effective quality assurance systems. There were processes in place to mo

Inspection areas



Updated 3 March 2017

The service was safe.

Staff had received training in safeguarding so they would recognise abuse and know what to do if they had any concerns.

People received care from staff who took steps to protect them from unnecessary harm. Risks had been appropriately assessed and staff had been provided with clear guidance on the management of identified risks.

There were enough skilled, experienced staff on duty to support people safely.

People were protected through the homes recruitment procedures. These procedures helped ensure staff were suitable to work with vulnerable people.

People were protected against the risks associated with the management of medicines.

Staff followed appropriate guidance and took measures to help protect people from the risks of cross infection.



Updated 3 March 2017

The service was exceptionally effective.

People received good standards of care from staff who understood their needs and preferences. Staff were encouraged and keen to learn new skills to increase their knowledge and understanding.

People made decisions and choices about their care. Staff were confident when supporting people unable to make choices themselves, to make decisions in their best interests in line with the Mental Capacity Act 2005.

People had healthy diets which promoted their health and well-being, taking into account their nutritional requirements and personal preferences.

The service recognised the importance of seeking advice from community health and social care professionals so that people's health and wellbeing was promoted and protected.



Updated 3 March 2017

The service was exceptionally caring.

The registered manager and staff were committed to providing care that was kind, respectful, and dignified. Person centred care and promoting independence were key principles on which the service was delivered and this was reflected in the day-to-day practice of the service.

People who used the service valued the relationships they had with care workers and expressed great satisfaction with the care they received.

People felt all staff treated them with kindness and respect and often went above and beyond their roles. Staff built meaningful relationships with people who used the service.

The home was committed to the nationally recognised Gold Standard Framework for end of life care (GSF).



Updated 3 March 2017

The service was responsive.

Staff identified how people wished to be supported so that it was meaningful and personalised.

Changes in people�s needs were quickly recognised and appropriate prompt action taken, including the involvement of external professionals where necessary.

People were encouraged to pursue personal interests and hobbies and to access activities in the service and community.

People were listened to and staff supported them if they had any concerns or were unhappy.



Updated 3 March 2017

The service was exceptionally well led.

The provider and registered manager promoted strong values and a person centred culture. Staff were proud to work for the service and were supported in understanding the values of the service.

There was strong emphasis on continual improvement and best practice which benefited people and staff.

There were robust systems to assure quality and identify any potential improvements to the service. This meant people benefited from a constantly improving service that they were at the heart of.