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Inspection Summary


Overall summary & rating

Good

Updated 10 July 2018

De Lucy is a residential care home that provides care for up to 60 older people. Some people using the service were living with dementia. At the time of this unannounced inspection of 24 April 2018 there were 55 people who used the service. This service was registered on 14 September 2015. This was their first inspection.

A registered manager was in post but not present during the inspection. 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 service was exceptionally responsive to meeting people’s needs. People were at the heart of the service, receiving exceptional care that was personalised to them, taking account of their individual needs and wishes. They were actively involved in contributing to the planning of their care and support. This was regularly reviewed and tailored to meet changing needs.

People were actively encouraged and supported to pursue their hobbies, participate in meaningful activities that they chose, enabling them to live as full a life as possible.

People were complimentary about the care they received and the approach of the management team and staff. Staff had developed good relationships with people. Staff consistently protected people’s privacy and dignity and promoted their independence.

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 enjoyed a positive meal time experience and were supported to eat and drink enough to maintain a balanced diet. They were also supported to maintain good health and access healthcare services.

People knew how to complain and share their experiences. Their views and opinions were actively sought, valued and listened to. Concerns and complaints were thoroughly investigated, responded to and used to improve the quality of the service.

The service provided a safe service to people. This included systems in place intended to minimise the risks to people, including from abuse, falls and with their medicines.

Staff understood their roles and responsibilities in keeping people safe. They were trained and supported to meet people’s needs. Staff were available when people needed assistance and had been recruited safely.

Systems were in place to receive, record, store and administer medicines safely. Where people required assistance to take their medicines there were arrangements in place to provide this support safely.

The environment met the needs of the people who lived there. All areas of the service were clean and in good state of repair with equipment maintained.

The management team were accessible, supportive and had good leadership skills. Staff were aware of the values of the provider and understood their roles and responsibilities. Morale was good within the workforce.

The service had a quality assurance system and shortfalls were identified and addressed. There was a culture of listening to people and positively learning from events so similar incidents were not repeated. As a result, the quality of the service continued to develop.

Inspection areas

Safe

Good

Updated 10 July 2018

The service was safe.

Systems were in place to help protect people from the risk of abuse and harm. Staff had received training in safeguarding and felt supported in reporting concerns.

Individual risks relating to people’s health and welfare had been identified and plans put in place to manage these risks.

Risk assessments were in place for the home and these detailed how environmental risks could be managed.

There were sufficient numbers of staff to support people safely.

Safe recruitment processes were in place to ensure suitable staff were employed.

People’s medicines were managed in a safe way.

Steps were taken to protect people from the risk of infection.

Accidents and incidents were recorded and reviewed regularly.

Effective

Good

Updated 10 July 2018

The service was effective.

People’s care, treatment and support was delivered in line with best practice and current legislation.

Staff received regular supervision and undertook training relevant to their role.

People were supported to maintain a healthy nutritional intake. Timely referrals were made when concerns were raised about a person’s nutritional intake.

People were able to access other healthcare professionals in relation to their health and wellbeing.

The environment of the service was appropriate to meeting the needs of the people living there.

Staff acted in accordance with the Mental Capacity Act 2005 and ensured people's rights were fully respected and upheld.

Caring

Good

Updated 10 July 2018

The service was Good.

People were supported by caring staff who were attentive to their needs.

People and their relatives, where appropriate, were involved in making decisions about their care and these decisions were respected.

Staff promoted people’s independence and cared for them in a way that maintained their dignity and privacy.

People could have friends and family visit without restriction.

Responsive

Outstanding

Updated 10 July 2018

The service was outstandingly responsive.

People were at the heart of the service and received exceptional care that was personalised and tailored to meet their individual needs and wishes.

People were actively involved in contributing to the planning of their care and support. This was regularly reviewed and amended to meet changing needs.

People were encouraged and enabled to pursue their hobbies, participate in activities of their choice and enjoy a quality of life.

People knew how to complain and share their experiences. Their views and opinions were actively sought, valued and listened to. Feedback about the service was extremely complimentary.

Concerns and complaints were thoroughly investigated, responded to and used to improve the quality of the service.

People’s preferences about their end of life care were documented.

Well-led

Good

Updated 10 July 2018

The service was Good

There was an open and transparent culture at the service. The management team were approachable and staff felt supported in their work.

Morale was positive within the workplace.

Regular meetings were in place for people, relatives and staff to support continual development of the service.

There was a range of quality monitoring processes in place to monitor and assess the quality of service being delivered.

The service had established strong community links, worked in partnership with various organisations, including the local authority, community nurses and, GP to benefit the people they cared for and the local community.