Queensway House

Updated 20 July 2019

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 was carried out by one inspector.

Service and service type

Queensway House 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.

What we did before inspection

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 the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with four people who used the service about their experience of the care provided. We spoke with seven members of staff including the registered manager, two nurses, two carers, the area support manager and the activities coordinator. We also made observations of care provided within the communal areas.

We reviewed a range of records. This included three people’s care records and medication records. We looked at one staff file in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

Updated 20 July 2019

About the service

Queensway House is a purpose-built care home providing nursing care for up to 22 people with mental health support needs. The home is set over two floors; each person had a small flat which contained, a bedroom, living, kitchen and bathroom area. There were 20 people living at the home at the time of this inspection.

People’s experience of using this service and what we found

People were positive about the support they received at Queensway House and told us they were happy living there. A person-centred culture was at the centre of the service. Staff had built effective relationships with people and were kind and caring in their approach. People’s dignity and privacy were respected.

Staff told us they were able to develop positive relationships with the people they supported. Safeguarding procedures were in place and staff knew how to raise any concerns. People who lived at Queensway House told us they felt safe. There were enough staff to meet people’s needs in an unrushed way and staff had been recruited safely. The environment had recently been refurbished, it was clean and well maintained.

People were supported by care staff who had a range of skills and knowledge to meet their needs. Staff understood their role, were well trained and supervised. Staff felt well supported by the provider. People's health was well supported as staff worked with other health care providers to ensure their health needs were met. Staff took a holistic approach to support people’s health and well-being.

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.

Care records were person-centred and provided staff with detailed guidance about people's individual needs. Staff were consistent and knowledgeable about people’s needs, responded to any changes and intervened quickly to prevent further deterioration.

People were well supported to take part in meaningful activities and the home had good links with the community. People felt able to raise any concerns and were given the opportunity to provide feedback about the care they received.

The home was well -led. The provider had effective quality assurance systems in place to monitor the quality of the care. Staff were positive about the management team. There was an emphasis on continuous learning.

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 ‘good’. (Report published 12 January 2017). At this inspection the rating remained ‘good’.

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.