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 GPs, social workers, and physiotherapists.
People we observed were safe. The environment was uncluttered and clear for people to move freely around the home, equipment was well maintained and outings to external venues risk assessed. Staff discreetly monitored people’s behaviour and interactions to ensure the safety of all the people and staff at the service. All staff had undertaken training on safeguarding vulnerable adults from abuse, they displayed good knowledge on how to report any concerns and described what action they would take to protect people against harm. Staff told us they felt confident any incidents or allegations would be fully investigated.
People’s risks were managed well, known by all staff and monitored. Staff were highly motivated and creative in finding ways to overcome obstacles that restricted people’s independence and would help to improve their self-esteem and confidence.
People were supported by staff that confidently made use of their knowledge of the Mental Capacity Act (2005), to make sure people were involved in decisions about their care and their human and legal rights were respected. Families were involved in decision making and advocacy services were used when required. The service followed the laws and processes in place which protect people’s human rights and liberty.
People were supported by staff teams that had received a comprehensive induction programme, tailored training and ongoing support that reflected individual’s needs.
People were protected by the service’s safe recruitment practices. Staff underwent the necessary checks which determined they were suitable to work with vulnerable adults, before they started their employment. Staffing levels were flexible dependent upon people’s needs and activities.
The service had a policy and procedure in place for dealing with any concerns or complaints.
No written complaints had been made to the service in the past twelve months.
There were robust quality assurance systems in place. Feedback from relatives and professionals was excellent. Any concerns however would be noted, listened to and action taken.