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Inspection Summary


Overall summary & rating

Good

Updated 13 September 2018

The inspection took place on 30 July 2018 and was announced. At the last inspection we rated the home overall as ‘Good’ at this inspection we found that some improvements were required in the ‘Well led’ domain.

This service provides care and support to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is rented and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people’s personal care and support service.

There are 38 rented flats within the extra care building. At the time of our inspection, 21 people were receiving personal care as part of their care package.

Waltham House has a registered manager. 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.

People who used the service and staff had not always communicated well to ensure they understood how they could give and receive the support they needed. We found there were sufficient staff to meet people’s needs and people told us they were supported when needed. However there was some mixed views about staffing levels. People were asked for their feedback about the care they received and improvements were made following these requests.

Audits were completed to review all aspects of care to consider reducing risk or driving improvements. The registered manager understood their role and provided us with notifications as required in association with events or incidents.

People felt safe in their environment and protected from harm. Risk assessments were completed to consider all elements of risk and guidance was provided. Medicines were handled safely and staff used equipment appropriately to reduce the risk of infection. Staff had received training for their role.

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. When people required medical assistance or referrals linked to their health care this was supported by staff who looked to develop people’s independence.

Some people received assistance with their meals which included their diets and shopping, People liked the opportunity to enjoy the onsite café.

Staff were caring and had developed relationships with people. Privacy and dignity was valued and promoted. We saw that information was kept securely. Partnerships had been developed with health care professionals and the housing provider to reflect a seamless package of housing and care.

Care was provided on a commissioned basis; however additional care was available when people felt unwell or required additional support. Activities were provided on site along with social groups. There was a complaints policy which was followed and people felt able to raise concerns individually or at the regular meetings held at the home.

Inspection areas

Safe

Good

Updated 13 September 2018

The service was safe

People were safe and any risks had been assessed and guidance used to manage the risk. This include the risks to infection.

Support was provided by consistent staff who had received all the relevant checks in relation to recruitment. Medicines was managed safety. The provider was open to learning and used this to drive improvements.

Effective

Good

Updated 13 September 2018

The service was effective

Peoples choices and decisions had been recognised and their independence was promoted. Staff had received training for their role.

When people required support with meals this was done with their preferences and dietary needs. People were supported with their own health care to support their wellbeing.

Caring

Good

Updated 13 September 2018

The service was caring

People had established positive relationships with staff who they were familiar with.

People were supported to remain independent and their choices supported. Respect and dignity was maintained.

Responsive

Good

Updated 13 September 2018

The service was responsive

Care plans were detailed and provided information to support the delivery of the care. Consideration had been made to people’s equality and how they required information in a format they could understand. The service was flexible for people’s needs.

There was a complaints policy and this was followed.

Well-led

Requires improvement

Updated 13 September 2018

The service was not always well led

Communication was not always clear to recognise when changes had occurred and how this impacted on the care peoples received. There was a mixed feeling about the support the staff received. The registered manager understood their responsibilities.

People were given the opportunity to reflect on their care. Audits had been used to drive improvements.