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Jack Dormand Care Home Outstanding

The provider of this service changed - see old profile

Inspection Summary

Overall summary & rating


Updated 21 March 2018

This inspection took place on 19 December 2017 and was unannounced. This meant the staff and provider did not know we would be visiting.

Jack Dormand Care Home is a ‘care home’. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

Jack Dormand Care Home accommodates 43 people in one adapted building across two floors. On the day of our inspection there were 43 people using the service. Some of the people had nursing care needs and some people were living with a dementia type illness.

The service had a registered manager in place. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service. Like 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.

We last inspected the service in October 2015 and rated the service as ‘Good.’ At this inspection we found the service had improved to ‘Outstanding’ and met all the fundamental standards we inspected against.

Without exception, people who used the service and family members told us staff were caring. We observed and heard many examples of the caring and fun nature of staff and saw how staff had gone the “extra mile” to provide outstanding care.

The registered manager had identified innovative ways of improving the social and communication skills of a person with social anxiety disorder. Staff had identified people with communication needs or who required additional social stimulation. They took the time to visit people in their rooms and engage in activities or conversations of the person’s choice.

Staff were sensitive to times when people needed caring and compassionate support, and anticipated people’s needs and recognised distress and discomfort at the earliest stage.

Staff helped people express their views and people’s preferences were clearly documented in their care records. Staff treated people with dignity and respect and helped to maintain people’s independence by encouraging them to care for themselves where possible.

The service was extremely person-centred. Person-centred means the person was at the centre of any care or support plans and their individual wishes, needs and choices were taken into account. People received personalised care that was responsive to their needs.

One of the nurses at the home was the provider’s current nurse of the year and had been put forward for the National Care Awards, where they won the national nurse of the year award. This was in recognition of the nurse’s “outstanding clinical and managerial qualities” and “high level of dedication”.

The provider had innovative ways of protecting people from social isolation, and went the extra mile for people they supported and to find out about their past.

The service provided outstanding end of life care to ensure people’s end of life was as comfortable, dignified and pain free as possible.

People and family members were an integral part of the service and the provider had innovative ways of involving them. For example, in making improvements to the home.

The registered manager continually strived to develop their knowledge and skills, and shared this learning with staff to ensure continuous improvement across the staff team.

The registered manager worked in partnership with external professionals to develop and improve outcomes for people who used the service, and the service had excellent links with the local community.

The service had a positive culture that was very person-centred and inclusive. Staff were visibly proud to work at the home. Awards were presented to staff to recognise and celebrate the efforts they had made and the impact they had upon the lives of people, their families and other s

Inspection areas



Updated 21 March 2018

The service was safe.

Staffing levels were sufficient to keep people safe.

The home was clean, and a variety of infection control and cleanliness related checks and audits were carried out.

The registered manager and staff were aware of their responsibilities with regards to safeguarding vulnerable adults, and accidents and incidents were appropriately recorded and investigated.

People were protected against the risks associated with the unsafe use and management of medicines.



Updated 21 March 2018

The service was effective.

People who used the service received effective care and support from well trained and well supported staff.

The provider was working within the principles of the Mental Capacity Act 2005 (MCA).

People had access to healthcare services and received ongoing healthcare support.



Updated 21 March 2018

The service was extremely caring.

People and family members told us staff were exceptionally caring.

Staff were passionate about the care they provided and were able to recognise when people were feeling distressed.

Staff treated people with dignity and respect and care records demonstrated the provider promoted dignified and respectful care practices to staff.



Updated 21 March 2018

The service was extremely responsive.

People received personalised care that was responsive to their needs.

The service understood the needs of the different people that used the service and delivered care and support in a way that met those needs.

Staff had completed specific training in end of life care to be able to support people and their family members at this important time.

People and visitors were aware of the complaints process and any complaints had been dealt with appropriately.



Updated 21 March 2018

The service was extremely well-led.

The registered manager focussed on developing a strong and visible person-centred culture in the service.

The registered manager had innovative ways of improving the service and enabling people. Staff said the registered manager went out of their way to make people feel special and their door was always open.

Governance was well embedded in the service. People, family members and visitors were provided with several ways of feeding back on the quality of the service, and their views were listened to.