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Knights' Grove Care Home Outstanding

Inspection Summary


Overall summary & rating

Outstanding

Updated 27 March 2019

This comprehensive inspection took place on 5 and 12 December 2018. The first day was unannounced.

Knights Grove is a ‘care home’. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

Knights Grove can accommodate up to 56 older people in purpose-built premises and specialises in providing care and support for people living with dementia. Nursing care is provided. There were 54 people living or staying there when we inspected.

A registered manager was 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 atmosphere throughout the home was exceptionally positive, welcoming and homely. Feedback from people who used the service, their relatives and staff was consistently very positive and the management at the home exceeded people’s expectations. They were also full of praise for the staff. Many people gave us instances of exceptional care they had received or told us about occasions where staff had gone the extra mile to ensure people continued to live fulfilling, happy lives.

People received a consistently high standard of care because staff and management put people first and at the heart of the service, while continuously looking for new ways to improve their care and quality of life.

Without exception, the staff we spoke with during our inspection spoke positively about the registered manager and the management team. They confirmed that they felt very well supported which in turn motivated them to do a good job.

Care was personalised and met individual needs. In many cases, we were told, it exceeded people’s expectations. Staff knew people very well, cared about them and understood their care and support needs as well as the risks people faced, and were motivated to support them to live full lives. There was no sense of task-oriented practice in the home.

We saw that people were relaxed in the company of staff throughout our visits. Feedback from people, relatives and visitors was that staff provided outstanding care and support and went the “extra mile" to ensure that people felt cared for. Peoples needs were regularly assessed and reviewed in detail and action was taken to respond to people’s changing needs.

The service supported people nearing the end of life to have a comfortable and dignified death by working closely with health care services and through consulting people about end of life wishes. Staff talked with pride about the care they were able to give to people in their final days.

There was a very strong emphasis on the provision of activities that were meaningful to the people living in the home. People told us they were happy with how they spent their time. Staff told us how they believed that being fulfilled and entertained promoted people’s overall wellbeing. The home was fantastically decorated for the Christmas season there was an air of excitement and expectation. Staff told us how many of them had come to the home on their days off to make sure everyone’s bedrooms were decorated, if they wanted this, and that all areas of the home had a wonderful festive feel to them.

Staff took great pride in creating an atmosphere that welcomed people and promoted their independence whilst respecting their privacy and dignity. Peoples wishes were respected with the daily choices they made or were supported to make. Visitors valued the relationships they and their loved ones had with the staff team and told us they always felt welcome.

People had help from, safely recruited and appropriately trained, staff. Staff also understood

Inspection areas

Safe

Good

Updated 27 March 2019

The service was safe.

People were safe because the service protected them from abuse and avoidable harm. Risks were managed in the least restrictive way possible

There was a culture of learning from mistakes and an open approach. Incidents, accidents and safeguarding concerns were managed promptly, and investigations were thorough.

Medicines were managed safely.

The premises, services and equipment were well maintained.

Effective

Outstanding

Updated 27 March 2019

The service was very effective.

The training and support provided to staff was very well planned and delivered. This enabled them to provide outstanding care and support to people.

Care and support was very individualised and also in line with best practice guidance. Health professionals all told us how good the service was at seeking and acting on advice.

People’s nutrition and hydration needs were well met. The standard of catering and meal time experiences was very good.

Staff had a good understanding of The Mental Capacity Act 2005.

The building was well maintained and had also been specifically adapted to meet people’s individual needs.

Caring

Outstanding

Updated 27 March 2019

The service was exceptionally caring.

People, relatives and visitors all told us that the staff provided exceptional support.

Personal care and support was provided in very kind and thoughtful way that enabled people to be central to all decisions made and maintain their dignity and independence.

People were encouraged to, and had, built strong relationships with other people at the home and staff.

Visitors were welcomed to the home whenever they chose to visit.

Responsive

Outstanding

Updated 27 March 2019

The service was exceptionally responsive.

People received individualised care which was extremely responsive to their changing needs and wishes.

People had opportunity to engage with their local communities and were supported and encouraged to spend time in ways they wished and staff went “the extra mile” to ensure people took part in activities their choice.

People received person centred end of life care because staff went over and above to ensure that their wishes and preferences were supported.

Systems were in place for people to raise a concern or complaint.

Well-led

Outstanding

Updated 27 March 2019

The service was very well led.

Feedback from people who used the service, their relatives and staff was consistently positive and the management at the home exceeded people’s expectations.

There was a strong emphasis on continually striving to improve the service. The registered manager and the registered provider actively sought the feedback and used this to shape the future of the service.

The registered manager and registered provider were committed to keeping up to date with best practice. Staff were provided with training and support to ensure they were able to provide people with the highest standards of care.

There were robust systems in place to monitor the quality of the service.