Featherton House

We found the following examples of good practice.

The management team had a system to manage visitors safely. The procedures were explained to visitors on arrival, this included completing a declaration form and checking their temperature. A visiting 'pod' was introduced to allow safe visits in a COVID-19 secure environment, other visits were slowly being reintroduced in line with the most recent government guidance. These included using COVID-19 lateral flow tests which are the tests that give an instant result.

People were supported to maintain contact with families, this included using a technology. A large portable screen was purchased to ensure where people used video calling they could clearly see their relatives.

The number of people living at the service allowed for social distancing. Consideration was given to the environment, for example, additional tables had been purchased to ensure better social distancing during mealtimes. The management were aware of zoning guidelines but did not need to implement it to date.

The provider ensured there was a sufficient stock of personal protective equipment (PPE) that met the quality standards. Staff received infection control training and the management team ensured staff followed the correct donning and doffing of the PPE and hand washing procedures.

People were supported by a committed team of staff whom they knew very well. This helped people to recognize the individual staff behind the face masks.

Regular testing for COVID-19 took place, for both people living at the service and the staff. The provider had a robust contingency plan what to do in case of a various adverse scenarios.

The management praised the support received from the provider's head office and the teamwork at the service. They said, "The team has been absolutely fantastic, and they were covering shifts as needed." Individual assessments had been carried out with staff members to ensure their personal circumstances or health conditions were known so any additional support could be offered as needed.

The management team reported good support from the local health professionals which ensured the team was able to meet people's healthcare needs.

At the last inspection in September 2015 the service was rated as Good.

At this inspection we found the service remained Good.

Why the service’s overall rating remains to be Good:

The service remained exceptionally caring. There was a calm and extremely peaceful ambience with a warm and friendly welcome. People complimented the staff and the service using terms such as ‘it’s like home’ and ‘absolutely fantastic’. Staff were extremely committed to deliver compassionate care and told us they put people’s needs first. People’s privacy and dignity was respected at all times. Staff ensured they used knowledge about people’s past lives, hobbies and experiences to enhance their experience of living at the service. People’s end of life wishes had been recorded and staff were fully aware of these.

People remained safe at the home. There was a consistent and long standing team of staff who provided care to people and sufficient staff to meet people’s needs. Risk assessments in relation to people’s well-being were carried out and staff promoted positive risk taking so people were able to live their lives as they wanted. People received their medicines safely and were supported to manage their own medicines if they wished to do so.

People continued to receive effective support from suitably trained and skilled staff. Staff told us and records confirmed staff were well supported in their roles. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. People were supported to access health professionals when needed and meet their nutritional and hydration needs.

The service continued to be responsive to people's changing needs and staff ensured people had support that met their needs. People had access to a variety of social activities and outings that met their individual choices. People knew how to make a complaint but told us they hadn’t needed to. People’s feedback and ideas were sought and acted on to ensure people were at the centre of the service delivery. We saw the survey results and noted very positive comments were received.

The service remained well managed. The home was run by a registered manager who led their team by example. There was a positive, open culture that valued people, relatives and staff. The provider had effective systems in place to ensure people experienced good quality care. The staff worked well with professionals to ensure a holistic approach to meeting people’s needs.

Peoples' needs were assessed and care and treatment was delivered in line with their care plan. We looked at three care plans. We saw that peoples' needs had been assessed. For example, one person who was nursed in bed had been assessed for pressure relieving equipment and had been provided with an airflow pressure mattress to prevent the risk of pressure damage to the skin. People we spoke with told us they received the care that was documented in the care plans. We saw that care plans were regularly reviewed by staff and this involved discussion with the people about their preferences and choices.

People were cared for in a clean and hygienic environment and appropriate guidance on infection control had been followed. One person said 'It's very good. There's a wonderful cleaner who comes nearly every day. Everything always smells nice'

There was an effective recruitment process in place and appropriate checks were undertaken before people started work to ensure that they were fit, of good character and had the skills to do the work.

People and relatives were asked for their views about their care and treatment through regular surveys and meetings. We saw evidence that these were acted upon. There were systems in place to identify, assess and manage risks.

This inspection was held just prior to Christmas and the home had been decorated in readiness for a banquet to be held later in the week. People told us what a lovely annual event this was and how much they were looking forward to it. A visitor, who would be attending the banquet, said that 'The food was better than you would get in any hotel'.

Visiting relatives told us that they held the staff in high regard and that their relative would not be in the home if they had any concerns at all about the care they were receiving. Other relatives had written in a questionnaire that the staff go out of their way to help people in the home.

People living in the home commented positively on the home and its staff. One person told us that the staff are all very nice. Another said they were happy here.