About the serviceRidley Park is a care home providing nursing and personal care for up to 59 people with a range of healthcare needs. The service was full. The accommodation is primarily over two floors with the third floor being used for hairdressing, laundry and a ballroom.
People's experience of using this service and what we found
Extensive feedback confirmed the service was entirely person-centred, and staff made sure people and their relatives were at the heart of it. This was driven by the exceptional leadership of the registered manager and her team.
People were extremely well-cared for. Staff had an extensive knowledge of people and their preferences. There were multiple examples of staff going the extra mile. A relative said, “In the settling in period the staff have been outstanding in their approach; they have been unfailingly patient, encouraging, friendly and helpful in all respects.”
There was a well-established staff team, most of whom had worked at the service for many years. The whole team were exceedingly enthusiastic and passionate about the service they provided. Staff were very proud to work at Ridley Park and were highly skilled and motivated. A relative told us, (and this was echoed throughout communications), “It is our genuine family reflection of what is a fantastic care home in every respect; we cannot fault Ridley Park at all, and we are just delighted that (person) has such a wonderful and caring environment to spend the remainder of their life.” A staff member said, “I can honestly say that Ridley Park is a fantastic place to work and I have never had a better working experience.”
People’s lives had been enhanced through positive outcomes. Staff were excellent at anticipating and understanding people's needs. Collaborative working and excellent communication with external professionals was in place.
There was a wide variety of individual and communal activities available to promote people's well-being overseen by two dedicated activity coordinators. One relative commented, “The range of activities on offer for residents is brilliant.” People were also given opportunities to connect with the community, including partnership working with local schools and colleges and visiting various venues.
Equality and diversity was truly embedded throughout the service, including promoting various faiths. Staff were extremely flexible and adaptive to meet people’s needs or choices. People and their relatives were fully and consistently involved and supported in decision making. 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.
Comments about the management team were overwhelmingly positive. The management team were very visible throughout the home and there was an open-door policy with people, their relatives and staff very confident about approaching them. The management took on board any areas raised as potential for further improvement to ensure the service continued to excel.
There was a strong and effective governance system in place which was regularly reviewed. A complaints procedure was in place and accessible, although comments made indicated that no-one had cause to complain. People and their relatives’ views were valued, and the provider highly encouraged this through a variety of ways.
People felt safe being supported by staff. Staff understood risks to people and how to help reduce them. Systems were in place to safeguard people. There was enough staff to support people at the service and this was constantly reviewed.
Medicines were generally managed well. Systems were in place for the safe storage, administration and recording of medicines. People received a good range of food and refreshments to meet their needs.
The home was extremely clean and tidy and had a homely, welcoming environment.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update
The last rating for this service was good (published 19 September 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.