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Inspection Summary


Overall summary & rating

Good

Updated 29 June 2017

The inspection took place on 18 May 2017 and was announced.

Hardwick View is a residential care home providing care and accommodation for up to 20 people. On the day of the inspection 19 people were using the service.

Hardwick View provides care for people with a learning disability.

Hardwick View is a large house. There were shared bathrooms, a shared kitchen and a shared lounge and conservatory. There was a large outside garden area. Access to the house was step free. In addition there was a further smaller bungalow within the grounds for people ready for more independent living.

The service had 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.

People’s quality of life continued to improve under the leadership of the management team. Staff and relatives all described the management in exceptional terms. Staff talked positively about their jobs and their shared commitment to people achieving their best. Care was compassionate and based on best practice. The staff team were highly motivated to achieve excellent care so people had the best quality of life possible. The registered manager and deputies were caring and proactive, they ensured effective and close monitoring of all aspects of the service to ensure ongoing improvement across all areas.

On the day of the inspection staff within the service were relaxed, there was a welcoming, calm and friendly atmosphere. Relatives repeatedly told us, “It’s like a large family”. Everybody had a clear role within the service. Information we requested was supplied promptly, records were organised, clear, easy to follow and comprehensive.

Staff put people at the heart of their work; they exhibited a kind and compassionate attitude towards people and their loved ones. Strong relationships had been developed and practice was person focused and not task led. Staff had appreciation of how to respect people’s individual needs around their privacy and dignity.

People led very busy, full lives at Hardwick View. People told us they enjoyed football matches, shopping and coffee outings, pamper evenings, arts and crafts and we saw everyone enjoying a pet therapy afternoon during the inspection. Special events had been held such as a music festival and dog show which people had thoroughly enjoyed.

Some people had limited verbal communication but we observed they felt comfortable with staff, were warm, tactile and engaged in their interactions with staff. Staff knew people’s individual communication styles. Other people we met were keen to share what they had been doing since the previous inspection, and showed us around their home. We heard of people’s exciting trips to watch football in London, balls attended and people being chosen to represent England at the Special Olympics.

Care records were personalised and gave people control over all aspects of their lives. Staff responded quickly to people’s change in needs. People or where appropriate those who mattered to them, were involved in regularly reviewing their needs and how they would like to be supported. People’s unique preferences were identified, known by all staff and respected. People’s rooms were decorated with their favourite things, for example, football and Dr Who memorabilia. People were supported with their personal choices for example one woman who was 78 had just had her ears pierced and was enjoying buying new jewellery to match her outfits.

People had their medicines managed safely. People received their medicines as prescribed, received them on time and understood what they were for. People were supported to maintain good health through regular access to health and social care professionals, such as

Inspection areas

Safe

Good

Updated 29 June 2017

The service remained safe.

People who used the service felt safe in the service and in the community. There were robust systems in place to minimise the risk of abuse and staff were clear about their role to protect people from harm.

Risks associated with people’s care were managed safely whilst promoting people’s independence.

There were sufficient and flexible staffing levels to support people’s needs. Staff were recruited safely.

People were supported by staff who managed medicines consistently and safely.

Effective

Good

Updated 29 June 2017

The service remained effective. People received care and support that met their needs and reflected their individual choices and preferences.

People were supported by staff who had received training in the Mental Capacity Act (2005). Staff displayed a good understanding of the requirements of the act, which had been followed in practice.

People were supported to maintain a healthy balanced diet.

Caring

Outstanding

Updated 29 June 2017

The service remained exceptionally caring. People were supported by kind, thoughtful staff that promoted independence, respected their dignity and maintained their privacy.

Positive caring relationships had been formed between people and staff. Systems were in place to ensure people’s views about their care were listened to.

People were cared for in a culture which was person-centred and focused on promoting people’s rights to make choices and have meaningful, fulfilled lives as independently as possible.

People were valued by staff and they knew they and their family members mattered. People were informed and actively involved in decisions about their care and support.

Responsive

Good

Updated 29 June 2017

The service was very responsive. Care records and people’s care was personalised to meet people’s individual needs. Staff knew how people wanted to be supported, their likes and dislikes.

People were fully involved in all aspects of the service from recruiting to decoration decisions and event planning.

People were supported to have as much control and independence as possible.

People were encouraged to participate in a huge range of hobbies and interests. Staff understood the importance of companionship and social contact. The variety of activities on offer enabled people to develop new skills and confidence.

The service had a policy and procedure in place for dealing with any concerns or complaints.

Well-led

Good

Updated 29 June 2017

The service was very well-led. There was a strong emphasis placed on improvement. There was an open culture and person centred ethos which was shared by the staff team.

The management team were described in extremely positive terms exceptional terms, were highly approachable and defined by a clear structure.

Staff were motivated and inspired to develop and provide quality care under the leadership of the registered manager.

Quality assurance systems were effective, robust and drove improvements which raised standards of care.

Care was proactive, based on best practice and the service actively looked for ways to improve and enhance people’s lives.