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Inspection Summary

Overall summary & rating


Updated 31 October 2019

About the service

Fernhill is a residential care home providing personal care to 57 people at the time of the inspection. The service can support up to 58 people. The building was split into four smaller units giving it a much homelier feel. People could move around freely. There were café areas, a ‘post office’, hairdressers and many smaller areas for people to engage in activities and private conversations. The service had an accessible garden.

The service had gone through some major upgrading. Some work was not yet completed including the design of a new roof garden and updating in several areas. Though this work was not yet completed we found no concerns of issues that effected the running of the service and in keeping people safe.

People’s experience of using this service and what we found

People said about the staff; “I observe that the staff are very well trained here, they know what they are doing” and “Everyone gets on well here, staff and the residents are happy.” Staff interacted with people at their pace, were unrushed and lots of positive interaction between each other. Staff in all roles were empowered to sit and chat to people and developed relationships that helped people feel confident to speak up. Relatives told us the service was, “The staff are very good with mum, they never rush her they have time for her” and “The staff are there for mum when she needs them, she is never rushed”. People and their relatives were supported in a variety of ways to have a say in how the service was run. A relative said; “There are regular residents and relatives’ meetings here”.

The leadership of the home was commented on as being outstanding and everyone we spoke with said they would highly recommend the home. Staff commented that it was the best place they had worked and wanted their loved ones to move in. One staff said a new member of staff had told them; “What they had learnt at Fernhill is that from what they see and what we do with people they wouldn’t be scared to get dementia if they were somewhere like here.”

People received exceptional care and support from a staff team who valued and celebrated individuality and diversity. Care was provided in a highly respectful manner which put people at the heart of all that was provided. Visitors commented on the exceptional care and support they received, as well as their loved ones.

The management and staff were skilled at supporting people's relatives to understand the changes in their family member's behaviours, wishes and emotions. The company employed ‘Admiral Nurses.’ These are specialist dementia care nurses who gave expert practical, clinical and emotional support to people and their families facing the challenges of dementia.

There was an outstanding comprehensive programme of often unique and personalised activities arranged every day that was very much based on people's interests and preferences. There were also group activities. A staff member said; “We ask people if they could have one wish we could answer for you what would you like us to do.” They went onto say how many wishes they had made come true for people.

Staff worked exceptionally well together to involve people, and their family members in the planning and delivery of care. People and relatives told us the staff had found suitable activities to support individual preferences. This included gardening and growing fruit and vegetables, shared events with local schools and involvement with volunteers from the local community.

The service encouraged people to become more mobile to increase their independence. This had resulted in one person ‘Pimping up the Zimmer Frame.’ Which meant they personalised their own Walking frame to add colour/designs which had been proven that people would use this more as it was personalised.

The service had a café, post office and sweet shop. People could go to the café area at any time to enjoy a drink and snack as a change of scenery or with visiting family a

Inspection areas



Updated 31 October 2019

The service was safe.

Details are in our safe findings below.



Updated 31 October 2019

The service was effective.

Details are in our effective findings below.



Updated 31 October 2019

The service was exceptionally caring.

Details are in our caring findings below.



Updated 31 October 2019

The service was exceptionally responsive.

Details are in our responsive findings below.



Updated 31 October 2019

The service was exceptionally well-led.

Details are in our well-Led findings below.