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Unique Senior Care - Queensway Court Good

Inspection Summary


Overall summary & rating

Good

Updated 11 April 2019

The inspection took place on the 4 January 2019 and was announced. We previously rated this service in November 2017 and had rated the service ‘Requires Improvement’ overall, with a rating of ‘Requires Improvement’ in Caring, Responsive and Well Led.

Unique Senior Care – Queensway Court is registered to provide personal care 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 or purchased on a shared ownership scheme, 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 only looked at people’s personal care service. Not everyone using Unique Senior Care received the regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

Queensway Court has 178 one or two-bedroom apartments. People living at Queensway Court share on site facilities such as a lift, lounge, restaurant, laundry, garden, activities room, café, a hairdressing salon and a bar.

At the time of this inspection visit, Unique Senior Care supported 57 people with personal care. Unique Senior Care also provides an on-call emergency service to everyone living in the building, not just those people who they were contracted to provide personal care to.

The service had 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 benefitted from a service that was very well led. The provider had robust quality monitoring arrangements through which they continually reviewed evaluated and improved people's care. People, stakeholders and staff had an opportunity to shape all aspects of the service. The provider invested in staff development to ensure people received care from experienced and caring leaders.

There was a strong emphasis on safety and staff were skilled and proactive in recognising and reducing risk. They used innovative ways to support people to stay safe in their own homes, lead fulfilling lives and minimise restrictions on their freedom. Care staff were available on site 24 hours a day to respond to emergencies in people’s homes, this included people who did not have arranged care packages with Unique Senior Care. People had alarms fitted in their home, and could chose to use these if they required immediate care or assistance, even though this might be outside their agreed package of care and their usual call times. People and families praised the exceptional skills of staff who supported them. Their comments included: “This place has definitely extended my life” And, “The staff are exceptional, especially the night care.”

Staff used best practice evidence and felt supported in their role. Innovative training methods helped staff understand people’s experience of becoming frailer, and experiencing visual impairment. They were proactive in ensuring people received healthcare quickly to reduce hospital admissions and for those people who were in hospital, or were newly discharged from hospital, increased support was provided.

The provider had strong values which shaped their service. They continually recognised the valuable contribution of their staff, re-enforced and rewarded positive staff values, attitudes and behaviours. They worked in innovative ways to enrich people's lives and improve their wellbeing so that people received a personalised service that promoted their independence and enhanced their quality of life.

Inspection areas

Safe

Good

Updated 11 April 2019

The service remained Safe.

Effective

Outstanding

Updated 11 April 2019

The service was very Effective.

Staff were highly skilled and trained to meet people’s needs, which were identified through personalised assessment tools. Staff and the provider ensured people’s rights were protected under the Mental Capacity Act 2005 and supported people to make their own decisions. People’s health care needs were proactively met, as the provider worked with other health professionals and local organisations to improve the welfare of people who lived at Queensway Court. The provider accessed an on-site bespoke nursing service, to minimise hospital admissions and emergency service call outs.

Caring

Good

Updated 11 April 2019

The service was Caring.

People made choices about how their care was provided. Staff knew people well and understood their likes, dislikes and preferences for how they wanted to be cared for and supported. People and relatives told us staff were caring and respected their privacy and promoted their dignity and independence.

Responsive

Good

Updated 11 April 2019

The service was Responsive.

The provider organised people’s care around their assessed needs and preferences. People were offered care that met their cultural, spiritual and communication needs. The provider maintained complaints procedures to respond to people’s concerns, and to learn from them. People were offered opportunities to attend community activities and engage in local events.

Well-led

Good

Updated 11 April 2019

The service was Well Led.

The providers were keen to deliver a service that supported their ethos and passions for providing good quality care. The provider had an extensive audit and quality assurance procedure, which was based on the views and feedback of people who used the service, as well as care staff, the management team and auditing staff. Auditing procedures identified where areas required improvement, and the provider acted to continuously improve their service. Continuous improvement plans were in place to develop new initiatives. Statutory notifications had been sent to us as required.