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Cumnor Hill House Outstanding

Inspection Summary


Overall summary & rating

Outstanding

Updated 27 June 2018

We inspected this service on 23 May 2018. Cumnor Hill House is 72 bedded 'care home' registered for older people, some of whom may be living with dementia. People in care homes receive accommodation and personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection. The service comprises of three floors, each of which have separate adapted facilities. On the day of our inspection there were 42 people living at the service.

At our last inspection on 18 April 2017 we identified concerns about medicine management and we found the provider’s quality assurance systems for monitoring and improving the service were not always effective. We found two breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 and we asked the provider to submit an action plan telling us how they were going to address these concerns. We received the action plan within the timescales given that showed the improvements had been achieved and how these were going to be sustained.

At this inspection we found the provider addressed the above concerns and the service improved to Good in Safe and Effective domains. There was overwhelming evidence available that demonstrated further improvements to Outstanding in Caring and Responsive domains. The significant improvements of people’s experiences were achieved because of excellent leadership provided by the provider and service’s management. We therefore also rated the Well-led domain as Outstanding and the service was rated Outstanding overall.

The service was now very well-led. There was a registered manager running the service who started working at Cumnor Hill House a week after our last inspection in April 2017. 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.

Cumnor Hill House had a clear management and staffing structure in place. There were various departments such as care staff, nursing staff and ancillary staff and worked well as a wider team. The staff aimed to provide a high quality of service and they had a sense of pride working at the service. The provider’s quality assurance systems were effective and there was evidence available where an area for improvement had been identified, a prompt action was taken to address it. The registered manager monitored service delivery on ongoing basis and effectively used feedback from people, relatives and staff to improve the systems, practices and people’s experiences.

We found the service was exceptionally responsive to people’s needs. There was a positive culture that reflected people were put first. Staff told us they would do anything for the people living there, and not because they had to but because they wanted to. The team at Cumnor Hill House had a clear vision about how they wished to improve people’s lives and well-being. Staff talked about recognising people's individual wishes how they want to live their lives and enabled people to live their lives to the full. People’s, relatives, and external professionals’ feedback reflected this approach was successfully demonstrated. The team ensured people had exceptional opportunities to enhance their social inclusion and they were supported to participate in activities that met their needs and took account of their preferences. We identified that the provision of activities enhanced people’s well-being and gave them a sense of purpose.

People's care plans were up to date, current and gave clear guidance to staff on how people wished to be supported. Staff knew people's needs well and they used this knowledge to provide people with personalised support that put their well-being first.

Peo

Inspection areas

Safe

Good

Updated 27 June 2018

The service improved to Good.

Medicines were managed well and administered to people safely.

There were sufficient staff to keep people safe.

Risks to people�s health and well-being were assessed, recorded and management plan were in place how to keep people safe.

Staff knew how to raise concerns if they suspected safeguarding concerns.

Effective

Good

Updated 27 June 2018

The service improved to Good.

The team worked in line with the Mental Capacity Act to ensure people�s right to make own decisions were respected and records of processes to assess people's capacity to make specific decisions were in place.

Staff training enabled staff to perform well in their roles and staff were well supported.

There were systems in place to support people to have their dietary and healthcare needs met.

Caring

Outstanding

Updated 27 June 2018

The service improved to Outstanding.

People complimented the staff and told us staff were exceptionally caring and kind.

People were supported by committed staff that wanted to achieve positive outcomes for people and provide high quality support.

The service was extremely respectful and people's privacy and dignity were always respected.

People's confidentiality was respected and their independence was promoted.

Responsive

Outstanding

Updated 27 June 2018

The service improved to Outstanding.

People had exceptional opportunities to enhance their social inclusion. The activities provision took account of people�s individual preferences effectively enhanced people�s well-being and sense of purpose.

People's care plans contained details of people�s needs, wishes and preferences and people told us they received support that met their choices and preferences.

People knew how to raise concerns. The management saw concerns as a part of driving improvements and they valued and acted on feedback received.

The staff worked effectively with professionals to ensure people were supported to have a dignified and pain free death.

Well-led

Outstanding

Updated 27 June 2018

The service improved to Outstanding.

There were very effective systems for monitoring and assessing the quality of service in place.

There was a positive approach, a transparent and open culture demonstrated by the entire team at the service.

People, relatives and staff were fully involved, listened to and their voice was used to improve the service delivery.

The staff worked well with external professionals that were exceptionally complimentary about the service.