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Burlington Court Outstanding

The provider of this service changed - see old profile

Reports


Inspection carried out on 13 August 2020

During an inspection looking at part of the service

About the service

Burlington Court is a residential care home providing personal care and support for up to 102 people aged 65 and over, some of whom live with dementia. At the time of inspection there were 85 people receiving care.

Burlington Court provides accommodation across two floors, with lifts to the first floor. People with dementia needs are accommodated on the first floor. There are communal lounges and a dining rooms on each floor and communal gardens with wheelchair access.

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

The provider had not ensured there were sufficient facilities available to staff to easily access masks, hand washing facilities and areas to dispose of waste, to control the risk of spread of infection.

People were supported to shield themselves from visitors and isolate as necessary where there was a risk of Covid-19.

The registered manager was open and transparent and understood where the service still needed to improve.

Staff felt supported by the registered manager and the management team. Any concerns staff had raised had been addressed and used to improve the service.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was outstanding (published 5 December 2019).

Why we inspected

We undertook this targeted inspection as a result of whistleblowing concerns; we checked the infection control measures and explored issues around staff culture. The overall rating for the service has not changed following this targeted inspection and remains outstanding.

CQC have introduced targeted inspections to follow up on specific concerns. They do not look at an entire key question, only the part of the key question we are specifically concerned about. Targeted inspections do not change the rating from the previous inspection. This is because they do not assess all areas of a key question.

Follow up

We will continue to monitor the service and their progress with their action plan. We will continue to liaise with the local commissioners and their quality monitoring teams. We will inspect the service in line with our planned schedule, or if we receive any new concerns.

Inspection carried out on 16 October 2019

During a routine inspection

About the service

Burlington Court provides accommodation for people who require nursing or personal care for up to 102 people. At the time of our inspection there were 97 people living in the home.

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

People were at the heart of the service. People told us they felt safe, exceptionally well cared for and valued as individuals. Staff fully respected people’s privacy and dignity.

People were supported by very kind, caring and compassionate staff who often went the extra mile to provide high quality care. This high standard of care improved people's quality of life and wellbeing.

Person centred care was evident throughout the service. Care plans were individualised, and people’s desired outcomes were identified. The staff and the management team were passionate about providing people with support that was based on their individual needs and wishes.

Staff knew people very well and had good relationships. The registered manager matched staff and people based on skills, personalities and requests. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

The service was extremely well led by managers who were dedicated to providing a service which was responsive to needs. People were free to voice their opinions and felt listened to. Regular meetings and feedback took place to ensure people were treated with dignity and respect in a way that truly valued them as individuals.

People and staff told us, and procedures evidenced that the service worked meticulously to ensure people were cared for holistically.

Systems and processes were in place to ensure people were protected from abuse. Risks were well managed. Staff had been recruited safely and had completed comprehensive training. All staff were committed to non-discriminatory practices and providing high quality care.

People were fully supported with all aspects of their healthcare. The service had a very good relationships with healthcare professionals such as doctors, dentists, speech and language therapists and occupational therapists. Medicines were well managed, and staff followed best practice guidelines when administering.

Staff supported people extremely well during end of life care, and respected people's personal, cultural and religious beliefs and preferences. The home had adopted the Gold standards Framework for end of life care and all staff had received training. The Gold Standards Framework is a toolkit that aims to ensure that people experience good quality care at the end of their life through partnership working with people's GP's, early identification of people who may be approaching the end of their life and advanced care planning to ensure that their preferences for their care at the end of their life are followed.

People were supported when required with eating and drinking. People told us the food was excellent and they also had choices. Nutrition and hydration stations were available throughout the building for people and relatives to get food and drink as they liked.

The environment was inviting and personalised and allowed people a choice of where to spend their time. People were supported to access a range of activities and events that were tailored to meet their needs. Staff supported people to visit places and people that were important to them.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was Outstanding (published 26 April 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspe

Inspection carried out on 21 February 2017

During a routine inspection

This inspection took place on 21 and 22 February 2017 and was unannounced. Burlington Court provides accommodation for people who require nursing or personal care for up to 102 people. At the time of our inspection there were 96 people living in the home.

There was a registered manager in post at the time of this 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 registered manager was a role model for staff within the home and inspired care staff to provide truly person centred care. There was a consistent, clearly articulated positive culture of valuing people as individuals that was evident throughout the home. This culture impacted positively upon people’s experience of living at Burlington Court and ensured that people experienced consistently outstanding care. There was a strong system of quality assurance and the views of people living at Burlington Court were actively sought to continue to develop the service.

People living at Burlington Court had an enhanced sense of well-being and quality of life because staff worked passionately to provide people with meaningful experiences. Staff were empowered to work creatively and to develop positive therapeutic relationships with people. There was a meaningful programme of activities that met people’s individual needs. People living with dementia received care that was based upon best practice guidelines that met their individual needs and successfully reduced instances of incidents within the home.

People were at the heart of the service and staff were committed to enabling people to live full, varied and fulfilled lives. People were supported in creative way to continue to achieve their aspirations and continued to have new experiences. Staff were motivated to find innovative ways to remove barriers for people to achieve their aims.

Staff demonstrated the providers values of offering person centred care that respected people as individuals in all of their interactions with people. People told us that they felt valued by staff, that staff took a genuine interest in getting to know them as people and that they felt they mattered. Staff knew people well and used their knowledge of people’s lives to tailor the care and support that they provided. People, their relatives and the professionals involved in people’s care consistently told us that the service was exceptionally caring.

There were sufficient numbers of staff to meet people’s needs and staff were not rushed in their interactions with people. Staff knew people well and engaged positively with people consistently enhancing their sense of well-being. People were supported to maintain their safety and effective plans of care were implemented to mitigate the risks to people. People could be assured that they would receive their prescribed medicines safely.

People were safeguarded from harm as the provider had effective systems in place to prevent, recognise and report concerns to the relevant authorities. Staff knew how to recognise harm and were knowledgeable about the steps they should take if they were concerned that someone may be at risk.

People’s health and well-being was monitored by staff and they were supported to access health professionals in a timely manner when they needed to. People were supported to have sufficient amounts to eat and drink to maintain a balanced diet.