The Care Quality Commission (CQC) has rated Portsdown View in Havant, Hampshire, as outstanding following an inspection that finished in July.
Portsdown View, run by Connaught Care (Bedhampton) Limited, is a residential care home supporting older people, some of whom are living with dementia.
CQC carried out this inspection in response to concerns received about people’s safety. Those concerns were not substantiated at this inspection.
CQC has rated caring, effective and well-led as outstanding. Safe and responsive have been rated good.
Neil Cox, CQC’s deputy director for adult social care in Hampshire, said:
“We know that outstanding services are those where people receive truly person-centred support, and that is exactly what we found at Portsdown View.
“Leaders had created an incredibly positive culture in the home, where staff felt valued and empowered to provide care tailored to people’s individual needs and preferences. It was clear that staff took time to learn about people’s backgrounds, interests and preferences and they shaped care around them, rather than applying generic approaches.
“For example, one person loved dogs, so staff used toy dogs to comfort and reassure them while supporting them to take their medicines. In another example, staff recognised that someone who experienced anxiety found comfort in flowers, so they encouraged them to spend time in the garden picking flowers.
“People and their relatives repeatedly told us staff treated them with warmth, respect and genuine personal attention. They described the home as a home from home and feeling like one big family.
“This compassionate care was made possible by the positive culture leaders had built. Leaders were actively involved in the day-to-day running of the home and were committed to ongoing learning and improvement. They encouraged staff to share ideas and raise concerns, and we saw examples of where they had acted on staff feedback by changing the process for handovers and improving food options for night staff.
“This proactive approach meant staff felt listened to and valued, resulting in low staff turnover and people receiving care from a consistent staff team who knew them well.
“Everyone at Portsdown View should be proud of this report, which reflects the outstanding care they are providing for people.”
Inspectors found:
- Staff provided compassionate support to people and their relatives during end-of-life care. One relative said they were offered accommodation so they could stay close to their loved one and in another example, staff showed a strong understanding of how to support someone in line with their religious beliefs during end-of-life care.
- Leaders ensured there was a personalised approach to nutrition and the head chef worked closely with people to adapt the menu for them. This had resulted in people reaching a healthy weight and reduced the risks associated with undernutrition.
- Staff worked closely with health and social care professionals to ensure people received coordinated and responsive care. In one example, someone significantly improved their mobility after staff worked closely with external health professionals.
- The service had introduced a day in the life initiative, allowing senior leaders to work alongside colleagues in care, housekeeping and maintenance roles for the day. This meant they understood the challenges staff faced and could improve support for them.