Dewar Close

Updated 9 August 2019

The inspection:

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection Team:

The inspection team consisted of one inspector and an expert by experience. An expert by experience is a person who has personal experience of using or caring for someone who used this type of care service. Our expert by experience had personal experience of caring for older people living with dementia.

Service and service type:

Dewar Close is a care home. People in care homes receive accommodation and personal care. 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 (CQC). 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:

The initial inspection visit took place on 21 May 2019 and was unannounced. The inspector returned to the home on the 24 May 2019 to continue speaking with people and staff.

What we did when preparing for and carrying out this inspection:

We reviewed information we had received about the service since the last inspection. This included information received from the provider about deaths, accidents and incidents and safeguarding alerts which they are required to send to us by law. We used information the provider sent to us in the Provider Information Return. This is information we require providers to send us at least once a year to give some key information about the service, what the service does well and improvements they plan to make. We requested feedback from the Local Authority quality monitoring officers. We used all this information to plan our inspection.

During our inspection visit we spoke with eight people using the service and one person’s relative. Some people living at the home had a diagnosis of dementia and were unable to give us their feedback about the service. We therefore spent time with people to see how staff supported and interacted with them. We also spoke with two care staff, a domestic assistant, the registered manager, a service manager, a care co-ordinator and the provider’s quality assurance director.

We reviewed a range of records, including four people's care records and medication records. We also looked at records relating to the management of the service, including audits and systems for managing any complaints. We reviewed the area manager’s records of their visits to the service; when checks were made on the quality of care provided.

We also reviewed additional information the registered manager sent us at our request, which were examples of events and initiatives that had taken place at the service.

Updated 9 August 2019

About the service:

Dewar Close 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. Dewar Close accommodates up to 43 people across three separate households, each of which have separate adapted facilities.

What life is like for people using this service:

The management team and staff were exceptional in placing people at the heart of their service and home.

There was a clear culture that staff and managers looked at how the home could be continuously improved.

The provider and registered manger ensured their service was delivered according to their values. The home had a strong person centred and local community-based ethos.

The staff team worked hard to promote people’s dignity and prevent people from becoming socially isolated within the care home.

Respect and dignity were cornerstones of the values upheld by the staff and role modelled by the management team.

Staff and the service's management told us how important the services' shared values were to them, and how they were passionate about providing outstanding person-centred care to people when they needed it.

Innovative approaches such as assisted access to electronic records and feedback tools, provided people and their relatives options in shaping a personalised service, make decisions.

The registered manager went the extra mile to ensure people’s lives were enriched and worked in collaboration with leaders in dementia care, to ensure people received care that met their long-term needs.

People and their relatives were involved in choosing their care and support, from pre-admission to living in the home.

People received kind, responsive person-centred care from staff who were well trained, motivated and supported by a dedicated registered manager who led the staff team to provide the best care they could.

Staff were safely recruited, well trained and supported with personalised training programmes and 24 hour back up. Staff were aware of how to report any concerns about neglect or abuse and were confident they would be addressed. They felt they were listened to and were part of an organisation that cared for them and their wellbeing, as well as the people they were supporting.

Regular audits were carried out; people were asked their views in person and via questionnaires and changes were quickly made if issues were identified. The service learned from incidents, concerns or accidents to help prevent a reoccurrence.

People were supported safely, and risks regarding their care were assessed and met. Where this was a part of their care, people's medicines were administered safely and in accordance with the prescribing instructions.

The service was led by a registered manager and management team that were committed to improving people’s lives.

Rating at last inspection: The last comprehensive inspection report for Dewar Close was published in June 2016 and we gave an overall rating of Outstanding. At this inspection we found the service continued to be Outstanding in Responsive and Well Led.

Why we inspected: This was a planned inspection based on the rating at the last inspection.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk