Halden Heights Care Community

Updated 12 October 2019

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by one inspector, an assistant inspector, a Registered Nurse Specialist Advisor and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

Halden Heights Care Community is a ‘care home’. People in care homes receive accommodation and nursing or 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 had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This inspection was unannounced.

What we did before inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with the 15 people who used the service and five relatives about their experience of the care provided. We spoke with the visiting GP during our inspection. We spoke with 10 members of staff including the registered manager, the clinical lead, two nurses, a team leader, two senior care staff, two care staff and the activities co-ordinator.

We reviewed a range of records. This included eight people’s care plans, risk assessments, daily care records and medicines records on each floor. We looked at four staff files in relation to recruitment and staff supervision. We also saw a variety of records relating to the management of the service, including a sample of audits, health and safety checks, accidents and policies and procedures.

Updated 12 October 2019

About the service

Halden Heights Care Community is registered to provide accommodation, personal and nursing care for up to 101 older people, including those living with dementia. Accommodation is located in five units over three floors with a lift available to access each floor. One floor provided rehabilitation care (where people required assessment and support to return to their own home following hospital admission). The rehabilitation treatment is provided by NHS employees whilst personal and nursing care is provided by Halden Heights Care Community staff. There were 75 people living in the service at this inspection.

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

People and their relatives gave positive feedback about the service. Comments from people included, “It feels quite good living here, the atmosphere is calm and peaceful” and “The staff are excellent.” Comments from relatives included, “It’s absolutely lovely. I am very pleased and I can’t recommend it highly enough” and “The service is excellent it is not like home but I accept that, I find everyone caring.”

People told us they felt safe with the staff. People were comfortable with each other and the staff.. People approached staff when they wanted support and were given the emotional reassurance when this was required. Staff knew what their responsibilities were in relation to keeping people safe from harm and potential abuse.

Medicines were stored and administered safely by registered nurses. Staff were trained to meet people’s needs and registered nurses were supported to keep their registration up to date with the Nursing and Midwifery Council (NMC). Nurses and care staff received continuous support and supervision from the management team.

Staffing levels were based on people’s needs. There were enough care staff and nurses to meet people’s needs. Staff were recruited safely.

People received support to keep healthy and had access health care professionals as required. Daily handovers discussed any changes in people’s needs and referrals to relevant health care professionals were promptly made. Potential risks to people’s health and welfare had been assessed and action taken to reduce the risks. There were close links with the local pharmacy and GP who visited the service weekly. People’s health was closely monitored with the support of health care professionals. Some people were supported to regain and maintain their independent living skills.

People’s needs were assessed before coming to the service to make sure they could meet their needs. People’s care plans were person-centred and informed staff how the person wanted to be supported. 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 were supported to maintain their nutrition and hydration with a healthy balanced diet and access to fluids. People’s weight was monitored and support was sourced from the relevant health care professionals when required.

The staff were caring, and knew people, their preferences, likes and dislikes well. Staff understood the importance of protecting people privacy whilst promoting their dignity. Staff sought people’s consent prior to any care or support tasks.

People’s, relatives and staff’s feedback was sought and acted on. People’s views were listened to and investment was made to improve people’s comfort and well-being. People were supported to access a range of activities within the service.

People’s wishes for care at the end of their life were recorded and respected. Nurses and care staff worked in partnership with the local hospice team and GP to support people to have a dignified death.

The management team were committed to improving the quality of the service people received. The registered manager had developed links with external companies to promote best practice and improve outcomes for people. Audits highlighted any areas for development or improvement, which were acted on quickly.

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 19 January 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.