Background to this inspection
Updated
1 February 2020
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 team consisted of one inspector, one assistant inspector and one 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
Highcroft Residential Care Home 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.
Inspection activity started on 15 October 2019 and ended on 16 October 2019.
What we did before the inspection
The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
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 all of this information to plan our inspection.
During the inspection
During the inspection we spoke with six people who used the service, seven relatives, four care staff, the deputy manager and the registered manager.
We reviewed a range of records. This included people’s care records and multiple medication records. A variety of records relating to the management of the service, including policies and procedures were reviewed.
Updated
1 February 2020
About the service
Highcroft Hall Residential Care Home is a care home providing accommodation and personal care to 42 older people, some of whom were living with dementia. The service can support up to 52 people.
People’s experience of using this service and what we found
The management of people’s prescribed medicines was not entirely effective to ensure people received their treatment as directed by the prescriber. Not everyone who used the service felt valued or important. The provider’s governance was not completely effective to assess, review and monitor the quality of the service provided.
People felt safe living in the home and staff knew how to safeguard them from potential harm. Risk assessments were in place to mitigate any potential risk to people. Systems were in place to reduce the risk of cross infection. Lessons were learned when things went wrong. We received mixed comments whether there were always enough staff on duty.
Staff had access to training and supervision to ensure they had the skills to provide a safe and effective service. People’s involvement in their assessment ensured they received a service the way they liked. People were supported by staff to eat and drink enough to promote their health. The provider worked with other agencies to ensure people received a seamless service. The environment was suitable to meet people’s needs. People had access to healthcare services when needed.
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 by staff who were kind and who delivered care in a way that respected their right to privacy and dignity. People were involved in decisions about their care.
We found that not everyone we spoke with felt there were sufficient opportunities to engage in social activities. People were able to maintain contact with people important to them. Complaints were listened to and acted on. People’s wishes with regards to their end of life care was obtained and recorded. The registered manager had been in post six months and understood the duty of candour. People were encouraged to have a say in how the home was run. The provider worked with other agencies to ensure people received appropriate care and support.
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 Requires Improvement (published 22 October 2018).
Why we inspected
This was a planned inspection based on the previous rating.