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Inspection Summary


Overall summary & rating

Good

Updated 15 January 2019

About the service: Netherhayes is a residential care home in Seaton that provides personal care for up to older people, some of whom are living with dementia. 24 people lived at the service when we visited.

People’s experience of using this service:

People were supported by staff that were caring, compassionate and treated them with the utmost dignity and respect. People received person centred care and support based on their individual needs and preferences. Staff were aware of people's life history, and their communication needs. They used this information to develop positive, meaningful relationships with people.

People were supported by staff who had the skills and knowledge to meet their needs. Staff understood and felt confident in their role. People’s health had improved because staff worked with a range of healthcare professionals and followed their advice.

People received personalised care from staff who knew what mattered to them. They were encouraged to socialise and pursue their interests and hobbies.

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.

People and relatives said the service was safe. Staff demonstrated a good awareness of each person's safety and how to minimise risks for them. The environment was safe and people had access to appropriate mobility and moving and handling equipment needed. There was enough staff on duty at the right time to enable people to receive care in a timely way.

People's care plans were detailed and up to date about their individual needs and preferences.

People's concerns and complaints were listened and responded to. The registered manager used complaints as an opportunity to learn and improve the service.

People, relatives, staff and professionals gave us positive feedback about the quality of people’s care. Quality monitoring systems included audits, observation of staff practice and regular checks of the environment with examples of continuous improvements made in response to findings. People, their relatives and staff told us the registered manager was approachable, organised, listened and responded to them and acted on feedback.

Rating at last inspection: Good. (last report published 29 July 2016)

Why we inspected: This was a planned inspection based on the rating at the last inspection. At this inspection, the service remained rated Good overall.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.

Inspection areas

Safe

Good

Updated 15 January 2019

The service was safe

Details are in our Safe findings below

Effective

Good

Updated 15 January 2019

The service was effective

Details are in our Effective findings below.

Caring

Good

Updated 15 January 2019

The service was caring

Details are in our Caring findings below.

Responsive

Good

Updated 15 January 2019

The service was responsive

Details are in our Responsive findings below.

Well-led

Good

Updated 15 January 2019

The service was well-led

Details are in our Well-Led findings below.