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Inspection Summary


Overall summary & rating

Good

Updated 21 November 2018

This inspection took place on 10 October 2018 and was unannounced. A second day of inspection took place on 11 October 2018 and was announced.

Queens Meadow is a 'care home'. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection. Queens Meadow provides personal care for up to 59 people. At the time of our inspection there were 58 people living at the home who received personal care, some of whom were living with a dementia.

We last inspected Queens Meadow in August 2017 and rated the service requires improvement. We found an ongoing breach of Regulation 17 of the Health and Social Care Act (Regulated Activities) Regulations 2014 which relates to good governance.

Following the last inspection, we asked the provider to complete an action plan to show what they would do and by when to improve the key questions relating to safe, responsive and well-led to at least good. At this inspection we found that significant improvements had been made in the key questions responsive and well-led. Although a number of improvements had been made relating to the key question safe, further improvement was still needed in this area. This was because people’s personal emergency evacuation plans were not always up to date and detailed enough, guidance on ‘when required’ medicines was not detailed enough, and the temperature records of areas where medicines were stored were incomplete. The registered manager and provider took immediate action to address these areas during our visit. Due to the significant improvements made the rating for this service has now improved to good.

A registered manager was in place at the time of our inspection. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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.

During this inspection we found there was a welcoming and homely atmosphere at the service. People were at ease with staff and relatives said staff were kind and caring. Staff respected people's privacy and dignity. There were positive relationships between people, relatives and staff.

People and relatives spoke positively about the care provided. People told us they felt safe.

Staff had received training in safeguarding and knew how to respond to any concerns. Safeguarding referrals had been made to the local authority appropriately, in line with set protocols.

A thorough recruitment and selection process was in place which ensured staff had the right skills and experience to support people who used the service.

Staff training in key areas was up to date. Staff received regular supervisions and appraisals and told us they felt supported.

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 were supported to have enough to eat and drink and attend appointments with healthcare professionals.

Care plans were detailed and person-centred and contained important information about people’s life stories so staff could get to know people well.

People and relatives knew how to make a complaint and were happy approaching staff or the registered manager if they had any concerns.

People were supported to engage in meaningful activities and access the local community.

People, relatives and staff spoke positively about the registered manager being approachable.

Staff said they felt supported and able to raise issues at any time.

The home had good links with the local community and people told us how much they enjoyed this.

Inspection areas

Safe

Requires improvement

Updated 21 November 2018

The service was not always safe.

People’s personal emergency evacuation plans were not always up to date and detailed enough.

People told us they felt safe when receiving care and support.

There were enough staff to meet people’s needs in a timely manner.

Effective

Good

Updated 21 November 2018

The service was effective.

Staff were suitably trained and had received supervisions.

The provider was working within the principles of the Mental Capacity Act 2005 (MCA).

People had access to healthcare services and received ongoing healthcare support.

Caring

Good

Updated 21 November 2018

The service was caring.

Staff treated people with dignity and independence was promoted.

People told us staff were kind and caring.

We observed staff speaking with people in a polite and respectful manner.

Responsive

Good

Updated 21 November 2018

The service was responsive.

Care records were person centred and reflected people’s current needs.

People were supported to participate in meaningful activities.

The provider had an effective complaints policy and procedure in place and people knew how to make a complaint.

Well-led

Good

Updated 21 November 2018

The service was well-led.

There were effective quality assurance systems in place.

People’s feedback was acted upon.

Staff told us they enjoyed working there and there was an open and positive culture.