Archived: Hardwick House Retirement Home

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

People lived in an open, friendly, family atmosphere where they felt safe and well cared for. People had good relationships with staff and other people living at Hardwick House. During the inspection we saw people engaging happily with laughter and good-humoured banter.

People received care and support from staff who knew them well. Staff were trained and competent in their roles and monitored people's health and wellbeing. When needed, referrals were made to other healthcare professionals. Staff responded to advice given to ensure people received the care they required.

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. People had a high level of independence and made choices about their care and support, what they did each day and how they spent their time.

People were supported to maintain relationships that were important to them. People socialised together during meals and activities. Relationships with family and friends were supported and encouraged. People were able to take part in activities and follow their interests. People enjoyed a variety of activities, trips out and social events.

People lived in a home which was well managed and had systems to monitor standards of care and ensure on-going improvements. People told us the registered manager/provider and all staff were open, honest and approachable and they could raise any issues with 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 Good (published 4 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 inspect sooner.

Hardwick House is registered to provide residential care for up to 19 older people. There were 15 people living at the home at the time of the inspection. People required a low level of support in relation to personal care needs, visual and hearing impairments. People with short term memory loss were supported with prompting and assistance when required. People were independently mobile and everyone at Hardwick House had capacity to make decisions about their care and how they spent their time.

The home had a passenger lift and wide staircases with handrails to assist people access all areas of the building.

Harwick House is owned by Hardwick Care Group LLP and was registered in October 2016.

Hardwick House had a registered manager. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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 spoke positively of the home and commented they felt safe. Our own observations and the records we looked at reflected the positive comments people made.

People were safe. Care plans and risk assessments included people’s assessed level of care needs, action for staff to follow and the outcome to be achieved. Medicines were managed safely in accordance with current regulations and guidance. There were systems in place to ensure that medicines had been stored, administered, audited and reviewed appropriately..

People were happy and relaxed with staff. They said they felt safe and there were sufficient staff to support them. One person told us, “I feel safe here. I was living on my own and I am glad I’m in here”.

When staff were recruited, their employment history was checked and references obtained. Checks were also undertaken to ensure new staff were safe to work within the care sector. Staff were knowledgeable and trained in safeguarding and what action they should take if they suspected abuse was taking place.

The Care Quality Commission (CQC) monitors the operation of the Deprivation of Liberty Safeguards (DoLS) which applies to care homes. We found that the manager understood when an application should be made and how to submit one. They also understood the principals of the Mental Capacity Act 2006 (MCA)

Accidents and incidents were recorded appropriately and steps taken by the home to minimise the risk of similar events happening in the future. Risks associated with the environment and equipment had been identified and managed. Emergency procedures were in place in the event of fire and people knew what to do, as did the staff.

Staff had received essential training enabling them to support people safely.Staff had received both one to one and group supervision meetings with their manager, and formal personal development plans, such as annual appraisals were in place.

People were encouraged and supported to eat and drink well. One person said, “I like the food and I can choose what I want.” There was a varied daily choice of meals, and people were able to give feedback and have choice in what they ate and drank. People were advised on healthy eating and special dietary requirements were met. People’s weight was monitored, with their permission. Health care was accessible for people and appointments were made for regular check-ups as needed.

People said they could choose how to spend their day and they took part in activities in the home and the community. People told us they enjoyed the activities, which included musical events, exercise classes and current news events. People were encouraged to stay in touch with their families and receive visitors.

People felt well looked after and supported, and were encouraged to be as independent as possible. We observed friendly and genuine relationships had developed between people and staff. One person told us, “They treat you well here, it’s a home from home.” A visitor told us, “Fantastic, we know mum is safe and happy.”

People were encouraged to express their views and completed surveys, feedback received showed people were satisfied overall, and felt staff were friendly and helpful. People also said they felt listened to and any concerns or issues they raised were addressed. One person said, “If there is anything wrong, they sort it out quickly”.

Staff were asked for their opinions on the service and whether they were happy in their work. They felt supported within their roles, describing an ‘open door’ management approach, where management were always available to discuss suggestions and address problems or concerns.

The provider undertook quality assurance reviews to measure and monitor the standard of the service and drive improvement.