Belmont Grange Limited

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Staff and the registered manager demonstrated through their practice and approach a shared direction to provide a welcoming family orientated environment. Relatives were positive about how the registered manager and staff communicated with them, whether on site or regular phone calls. Staff, the registered manager and the provider demonstrated a positive shared direction and were focused on providing safe, high-quality, compassionate care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People demonstrated through their conversations with the registered manager that they knew her role in the home. Relatives were positive about how the registered manager and staff communicated with them, whether on site or regular phone calls. For example, “They always greet you with a smile and are always very pleasant.” Some visitors lived a distance from the home so relied on calls to speak directly to their relative or staff. They were positive about these calls saying staff were knowledgeable and kept them up to date.

There was a positive culture of safety, based on openness and honesty. People’s relatives told us they were kept updated following any concerns related to their loved ones. This reassured them. Visitors said the registered manager was approachable and provided valued reassurance about the well-being of their relative. They appreciated how well the registered manager knew their relative and gave examples of the registered manager’s friendly practice.

Staff and the registered manager demonstrated through their practice and approach a shared direction to provide a welcoming family orientated environment.

Lessons were learnt by addressing concerns and embedding good practice. Following an accident or incident, staff recorded what had happened and the resulting actions taken. The registered manager and the provider then reviewed records and ensured the action was appropriate and lessons were learnt.

They told us accidents, incidents, safeguarding issues and complaints were discussed with the team to ensure they were all aware of any changes in care or practice to reduce the risk of a reoccurrence. Where appropriate the local authority safeguarding team and CQC were notified of any incidents or accidents.

The registered manager and the provider were in regular contact, and systems were in place to record the outcome of these conversations and agreed actions. There had been issues with the reliability of the home’s lift; some staff said this put additional pressure on them. We saw records which showed there was constant monitoring of the situation by the provider and repairs were arranged quickly.

The registered manager and staff knew the people living at the home well. They told us about people’s individual care needs, as well as their interests and social history. People were relaxed as they chatted with the registered manager and staff. There was a positive friendly atmosphere, where staff and people in the lounge worked together to make sure everyone felt included in conversations or activities.

Staff celebrated the friendships between people, respecting their choices as to who they spent time with, and which lounge they chose to use. Relatives confirmed the atmosphere was always welcoming. They said, “It is a lovely place. The staff are brilliant” and “I just think the staff are excellent at what they do, and they know mum well, and are always kind and friendly towards her and us.”

The registered manager and staff knew the people living at the home well. They told us about people’s individual care needs, as well as their interests and social history. People were relaxed as they chatted with the registered manager and staff. There was a positive friendly atmosphere, where staff and people in the lounge worked together to make sure everyone felt included in conversations or activities.

Staff celebrated the friendships between people, respecting their choices as to who they spent time with, and which lounge they chose to use. Relatives confirmed the atmosphere was always welcoming. They said, “It is a lovely place. The staff are brilliant” and “I just think the staff are excellent at what they do, and they know mum well, and are always kind and friendly towards her and us.”

People expressed their opinions and were listened to by caring staff. They had the opportunity to attend 6 monthly residents’ meetings to discuss the running of the home.

The staff group said they worked well together and there was good camaraderie. However, some said they would appreciate being managed in a more professional, fairer and supportive style. We shared this information with the registered manager and the provider, who said this would be addressed by putting clearer boundaries in place.

In response to our feedback, the provider completed an investigation into the concerns, and sent us an action plan, which they were monitoring. There was a complaints process, and concerns were responded to appropriately. However, improvement was needed to ensure staff felt safe to raise concerns, which the provider had begun to address as part of their comprehensive action plan.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The registered manager said they felt supported by the provider. They met regularly but improvement was needed to record supervision took place regularly.

The provider and the registered manager had created systems to monitor the quality and safety of the service. Audits were completed on a regular basis as part of monitoring the service provided. This helped to identify areas for improvement. The registered manager acknowledged more detail would make these audits more meaningful and therefore more effective.

The provider oversaw the governance arrangements and recorded their own audits to ensure the home was well run.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.