Our current view of the service
Updated
15 January 2025
Date of Assessment: 11 March 2025. The service is a residential care home providing personal care and support to older people living with dementia. The service registered with CQC in October 2022 and this was their first assessment. We carried out a comprehensive inspection and assessment of the service to award a rating. There was a strong proactive and positive culture of safety, based on openness and complete honesty in the service. Staff concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. People’s needs were assessed accurately and care was delivered in line with people’s care plans. The service developed creative and innovative approaches to support people and meet their needs. People were always supported to manage their health and wellbeing to fully maximise their independence, choice and control. People were supported to live healthier lives. The service was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. People’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics were taken into account by the service. A ‘Wellbeing Suite’ had been open recently which enabled people living with dementia to take part in activities of daily living such as baking and doing laundry. The provider was exceptional at making sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. The leadership team had a governance approach which improved standards and created a culture of continuous improvement, innovation and outstanding leadership. There were clear responsibilities, roles, systems of accountability and good governance in place. The provider used these to manage and deliver high-quality, sustainable care, treatment and support.
People's experience of the service
Updated
15 January 2025
We spoke with families of 5 people who were living in Moorgate Hollow. People were overwhelmingly positive about the quality of care provided for their loved ones. They felt safe and were fully involved in planning their care and understood their rights. One person told us, “[Relative] is as safe as they possibly could be. Absolutely 100% safe in my heart. Staff are wonderful and they really care for [relative].” People confirmed care plans were developed through conversations with people. One person said, “When [relative] first went in, it was all new to us, you learn from them. [Relative] is hard of hearing [staff] talk into their ear so [relative] can hear what they are saying. We learn from [staff] how to deal with her, it’s excellent.” Another person told us, “When you first go in you have an in-depth discussion about [relative’s] needs. I’ve never seen anything that suggests anything other than well trained [staff] going by their actions. [The provider] have recently recruited new staff; they bought staff in on a temporary basis and looked at whether that person was going to be right for that role.” People told us staff were caring and the registered manager set the right tone, “What I like is that I’ve not met any staff member who is any different, which I think comes from the management. It’s always a smiley face, a tap on [relative’s] shoulder. They get down to [relative’s] level, they don’t tower over them. They have a laugh and joke with [relative]. They listen to [relative]; they are very attentive.” We heard from people about how the service was led and managed. One person said, “[The registered manager] is visible, they know every person, what their needs are. [The registered manager] does not sit behind an office door and manage; [they are] very hands on. All the people know [the registered manager]. They always have a big smile on their face. [The registered manager] is a real asset.”