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Unique Senior Care - Queensway Court Requires improvement

We are carrying out checks at Unique Senior Care - Queensway Court. We will publish a report when our check is complete.


Inspection carried out on 7 November 2017

During a routine inspection

The inspection took place on 7 November 2017 and 23 November 2017. Both inspection visits were announced.

This was the first inspection of this service following its registration with us in November 2016.

Home Instead 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.

Queensway Court has 178 apartments consisting of one and two bed 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, Home Instead Senior Care Queensway Court supported 57 people in 57 apartments. Home Instead Senior Care Queensway Court also provides an on call emergency service to everyone living in the building, not just those people who they 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.’

There were enough staff to provide the care and support people required, however people and relatives told us call times varied which impacted on their routines. People told us staff were friendly and caring, but continuity of care staff was not always supported. However, people said in the last couple of weeks, continuity had begun to improve.

People’s opinions of the service were mixed, with some people describing differences in how staff supported them in a way that was personalised and responsive to them. Some people experienced staff that arrived around the time expected and stayed long enough to provide their care. Other people felt staff were rushed and care call timings were not always known in advance, or provided at times they preferred.

Staff received an induction when they started working for the service and had their training updated to support them in meeting people's needs effectively.

People felt safe using the service and there were processes to minimise risks to people's safety. These included procedures to manage risks identified with people's care. Staff understood how to protect people from abuse and the action to take, to safeguard vulnerable people.

People were administered medicines by staff who were trained and assessed as competent to give medicines safely. However, we found patch medicines were not always given as prescribed and in line with manufacturer’s guidelines. Recent medicine policy changes had not been followed consistently and records showed staff’s knowledge of how and what medicines should be recorded, needed more to time to embed to be effective.

The provider conducted pre-employment checks prior to staff starting work, to ensure their suitability to support people who used the service.

The management and staff followed the principles of the Mental Capacity Act (MCA). Staff respected decisions people made about their care and gained people's consent before they provided personal care.

Care plans required improvement and needed to be more detailed so staff had sufficient information about people's care needs and instructions of what they needed to do on each care visit.

Staff supported people to attend activities provided within the extra care housing complex

People at Home Instead Senior Care Queensway Court were able to acces