Prince of Wales House

Prince of Wales House is a residential care home providing accommodation and personal care to up to 49 people. The service provides support to people who may be living with dementia, in an adapted building. At the time of our inspection there were 45 people using the service.

People’s experience of the service and what we found

People received an extremely caring and compassionate service. People were clearly central to their care and support and their views and preferences about how their care was provided was valued and listened to. People’s individual and diverse needs were identified, and care was shaped to ensure their support was tailored to them personally. A relative told us, “We couldn’t be happier with the care [family member] gets. The staff are always brilliant both with [them] and also us…the communication is superb … I cannot speak highly enough of the home and staff; I can honestly say I know [family member] is safe and well cared for.”

Without exception we received extremely positive feedback from people and relatives about the exceptional and compassionate care staff provided. People were supported to have their needs and preferences met which achieved good outcomes. A relative told us, “[Family member] enjoys the loving caring attitude towards [them].” Another relative said, “I am reassured when I leave the home knowing [family member] is loved and cared for.”

People had access to a range of creative activities which they could participate in, if they chose to. A relative said, “[Staff] certainly encourage people to join in activities, of which there seems to be many... [Family member] also had lots of trips out, which they love particularly to the seaside. The staff certainly go the extra mile. I would also like to commend their [social media] page, which is a lovely way to see what people have been doing, as [family member] usually forgotten by the time I see [them].”

The provider, management team and staff were a very cohesive team and knew the people they care for very well. This meant people were provided with high-quality person-centred care. People had access to varied and creative social activities which met their individual interests and reduced risks of isolation and boredom.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Staff were trained to meet the needs of people and there were sufficient staff on duty. Staff were recruited in a safe way. The management team and staff were committed to providing an extremely high quality and compassionate service and understood their roles and responsibilities.

Systems were in place to reduce the risks of avoidable harm and abuse. Medicines were managed safely, and people received their medicines when needed. The service was clean and hygienic, and the environment was suitable and accessible for the people using the service.

People were provided with enough food and drink and their nutritional and hydration needs were assessed and met. People had access to social and health care professionals, where required.

The provider and management team had effective systems in place to assess and monitor the service provided and continuously drive improvement. People’s views and comments, including concerns and complaints, were valued and used to improve the service.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was Outstanding (published 12 December 2017).

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Prince of Wales House on our website at www.cqc.org.uk.

Why we inspected

This inspection was prompted by a review of the information we held about this service. Prior to our inspection we had received concerns about the safeguarding processes in place. A decision was made for us to examine those risks. The provider had taken swift action and we were assured the systems in place were robust to reduce the risks of abuse.

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

Follow Up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.

At the last inspection in July 2014 the service was rated Outstanding. At this inspection we found the service remained Outstanding.

Why the service is rated Outstanding.

The service has built on their previous success and sustained the outstanding model of care and support provided to people living in the home referred to as the ‘whole team’ approach. The directors of the company, management team and staff continued to find ways to improve the service and remained driven by their passion for caring for people, including those with dementia. The vision and the value of the service to ‘enable people to live as they choose’ remained embedded in the home.

Staff had an excellent understanding of people’s needs and were imaginative in the way they provided person centred care which put people at the heart of the service. They continued to find creative ways of supporting people to have an exceptional quality of life.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

The ‘whole team’ approach identified at our previous inspection continued to be a driving force in delivering a truly person centred service. Staff who have shown specific interests in particular areas, such as infection control were designated ‘Champions’. These champions continued to play an essential role in developing best practice, sharing learning and acting as role models for other staff.

Staff had a good understanding of systems in place to manage medicines, safeguarding matters and behaviours that are challenging to others. People’s medicines were managed so that they received them safely.

There were sufficient staff available to ensure people’s wellbeing, safety and security is protected. A robust recruitment and selection process was in place. This ensured prospective new staff have the right skills and are suitable to work with people living in the home.

Staff were compassionate, kind and caring and have developed good relationships with people using the service. People are comfortable in the presence of staff. Relatives confirmed the staff were caring and looked after people very well. People were provided with the care, support and equipment they need to stay independent.

Staff understand the importance of supporting people to have a good end of life as well as living life to full whist they are fit and able to do so. End of life care plans included people’s thoughts, feelings and wishes to ensure their passing is comfortable, pain free and as peaceful as possible.

A lot of consideration and thought has gone into the decoration and lay out of the service. The overall effect created was a homely and peaceful environment with due consideration given to the needs of people with dementia.

Staff spoke consistently about the service being a good place to work. The registered provider has worked in partnership with other organisations and has taken part in several good practice initiatives designed to further develop the service. Staff won an award at the Suffolk Care Awards in 2016 in recognition of the outstanding service provided at Prince of Wales House and were highly commended for the food and catering. The registered provider has a number of schemes in place to drive improvement and reward staff that use their initiative and for their outstanding contribution.

Further information is in the detailed findings below

People told us that they chose what they wanted to do in their daily lives and that the staff listened to them and acted on what they said. One person told us, 'I do what I want to, when I want to.' Another said, "The staff are kind to us and help us when we need help."

We looked at the care records of four people who used the service and found that people experienced care, treatment and support that met their needs and protected their rights.

We looked around the service and found it to be homely, clean and well maintained. We saw that the provider had arranged appropriate servicing of equipment and had undertaken risk assessments of the environment.

People told us they enjoyed the food. They said they liked the menu as it provided them with a variety of choices at meal times. One person told us, 'It's very tasty and moorish. You would never go hungry here.' Another person told us how they decided what they wanted to eat off the menu. They said, 'Before the main meals are served, they (staff) show you two plates of food already made up. You can see what is on offer and pick what you fancy. They bring you over a freshly made up plate with your food on which is warm.'

People were complementary about the staff and manager. They told us their needs were met and they were well looked after. One person said, 'The staff are very kind and friendly and do their best to help you.'

People said that staff respected their privacy and dignity. One person said, 'They (staff) knock on the door before coming in my room and call out so I can hear them and don't get startled."